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QA Analyst

2 weeks ago

Work from Home, Philippines Green Wave Ingredients Full time ₱27,000 - ₱33,000 per year

We are seeking a detail-oriented and analytical Quality Assurance (QA) Analyst to support our sales team. This role is key to ensuring that customer interactions meet our quality standards and support business growth. The QA Analyst will monitor and evaluate sales-related communications (calls, chats, emails), analyze performance data, and provide constructive feedback to help our sales team excel in delivering exceptional customer experiences.

Key Responsibilities:

Sales Interaction Monitoring and Evaluation:

  • Review and evaluate communications (calls, chats, emails) between sales account managers and clients.
  • Assess interactions for professionalism, product knowledge, strategic handling of accounts, and alignment with quality and service standards.

Data Analysis and Reporting:

  • Analyze interaction trends, client feedback, and performance metrics.
  • Prepare detailed QA reports to help leadership identify strengths and development areas across the account management team.

Providing Actionable Feedback:

  • Provide clear, constructive feedback to Sales Account Managers, focusing on enhancing relationship-building, consultative selling, and client communication.

Coaching and Training Support:

  • Collaborate with sales leadership to align feedback with coaching efforts.
  • Support training efforts for both new and experienced Account Managers to ensure consistency in quality expectations.

Compliance Monitoring:

  • Ensure interactions adhere to company standards, data protection policies, and industry regulations.

Calibration Sessions:

  • Participate in or lead calibration sessions with sales leadership to ensure consistent QA evaluations and scoring.

Process Improvement:

  • Identify opportunities to streamline communication processes and improve client experience and team efficiency.

Client Satisfaction & Retention Support:

  • Contribute to the retention of key accounts by helping maintain high-quality standards in account servicing and relationship management.

Skills and Qualifications:

  • Bachelor's degree in any field is preferred, especially in Business, Communications, Marketing, or related areas.
  • Minimum of 1-2 years in a QA role, preferably in a sales or customer-facing environment.
  • Experience working with remote teams or sales support roles is highly advantageous.
  • Proficient in MS Office and QA evaluation tools, CRM systems, and call/chat monitoring platforms.
  • Comfortable working with spreadsheets and presentation tools (Excel, Google Sheets, PowerPoint).
  • MUST be excellent with English communication, both written and verbal.
  • Strong analytical, listening, and problem-solving abilities.
  • High attention to detail with the ability to identify areas of improvement and inconsistencies.
  • Willing to work nightshift (PST).
  • Has work-from-home equipment: reliable laptop/PC, high-speed internet connection, headset, and webcam.
  • Must have a quiet, dedicated workspace and be capable of managing tasks independently in a remote setup.

Job Type: Permanent

Pay: Php27, Php33,000.00 per month

Benefits:

  • Additional leave
  • Opportunities for promotion
  • Pay raise
  • Work from home

Application Question(s):

  • Do you have experience in monitoring and and evaluating sales-related communications (calls, chats, emails)?
  • Do you have knowledge analyzing performance data and provide constructive feedback to help sales team?
  • Do you have experience working in a BPO set up as QA Analyst, and how many years?

Experience:

  • QA Analyst: 1 year (Required)

Work Location: Remote