Quality Assurance Analyst

10 hours ago


Manila, National Capital Region, Philippines Nezda Global Full time

We are looking for Quality Analyst

Want to ensure every interaction meets the highest standards? Join Iron Mountain as a Quality Analyst and help us deliver exceptional service.

About the Role

The Quality Analyst monitors transactions, coaches agents and analyses data to uphold quality across multiple client accounts.

Key Responsibilities:

  • Conduct transaction monitoring and ensure compliance with quality guidelines.
  • Provide coaching and feedback to agents to improve performance.
  • Analyze client performance metrics and identify areas for improvement.
  • Review key drivers such as new‑hire performance and process defects.
  • Participate in client business reviews to share findings.

Must‑Have Qualifications:

  • Bachelor's degree.
  • 3+ years of quality assurance or analysis experience in a call‑center or BPO environment.
  • Experience in transaction monitoring and agent coaching.
  • Good analytical and reporting skills.
  • Proficiency in English.
  • Willingness to work onsite in Manila.

Good‑to‑Have:

  • Quality certifications (COPC, ISO, Six Sigma).
  • Familiarity with data‑analysis tools such as Excel, Power BI or Tableau.
  • Experience in training or process improvement.

Why Join Us:

  • Play a key role in delivering high‑quality service for a global leader.
  • Work with a supportive team and gain exposure to multiple client industries.
  • Opportunity for growth within the quality or training functions.
  • Competitive compensation and benefits.

How to Apply:

Click "Apply," upload your CV and answer the screening questions. We'll reach out if your experience aligns.



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