Quality Analyst

2 days ago

Cebu City, Central Visayas, Philippines Sequential Technologies International Full time
Job Summary

The Quality Analyst is responsible for evaluating the quality of work performed by frontline agents. You will listen to recorded calls or review written transcripts to ensure adherence to standard operating procedures (SOPs), compliance regulations, and client-specific requirements. Your goal is to identify performance gaps and provide actionable feedback to improve the overall customer experience.

Key Responsibilities
  • Transaction Monitoring: Perform a set number of audits (calls, emails, or chats) per week based on established quality forms and scoring metrics.
  • Feedback & Coaching: Provide constructive, one-on-one feedback to agents regarding their performance, highlighting strengths and areas for improvement.
  • Trend Analysis: Identify recurring issues or patterns in agent performance and report these to Team Leads and Operations Managers.
  • Calibration: Participate in regular calibration sessions with clients and management to ensure scoring consistency and alignment with project goals.
  • Reporting: Prepare daily, weekly, and monthly quality reports (CSAT, DSAT, AHT, and Quality Scores) for stakeholders.
  • Process Improvement: Recommend changes to training materials or workflows to address common errors or improve efficiency.
Required Skills & Qualifications
  • Communication: Exceptional verbal and written communication skills (the ability to deliver "tough" feedback gracefully is essential).
  • Analytical Thinking: Strong attention to detail and the ability to spot trends in data.
  • Product Knowledge: High proficiency in the specific line of business (e.g., Technical Support, Healthcare, or Sales).
  • Software Proficiency: Familiarity with CRM tools (Salesforce, Zendesk), call recording software (NICE, Verint), and MS Excel for data reporting.
  • Integrity: Ability to remain objective and unbiased during evaluations.
Preferred Experience
  • Minimum of 1–2 years of experience as a Customer Service Representative.
  • Previous experience in a Quality Assurance or Subject Matter Expert (SME) role is a plus.

  • Quality Analyst

    2 days ago

    Cebu City, Central Visayas, Philippines Peak Credit Limited Full time

    / RequirementsJob title: Quality AnalystAccount: Travel SalesWork set up: 100% Onsite at Cebu CityWork shift: Night ShiftSalary: Up to 34K but open salary negotiationStart date: ASAPQualifications:• 2 - 4 years of overall experience with 1-2 year experience in providing quality monitoring feedbacks in call centre sales domain

  • Quality Analyst

    1 week ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    About the job: Quality Analyst - Travel Sales (Cebu City) | Onsite Nature Of the Account: Travel Sales Start Date: ASAP Type of Support: Voice Work Arrangement: 100% Onsite (Cebu) Shift Schedule | Rest Days: Night Shift Educational Requirement: At least 2nd year completed Work Experience:2 to 4 years of overall experience with 1 to 2 years experience in...

  • Quality Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱200,000 - ₱400,000 per year

    Responsibilities:1. Monitor and evaluate agents' performance to ensure adherence to established processes, policies, and guidelines.2. Collaborate with Supervisors and Team Coaches to provide constructive feedback and personalized coaching to agents based on thorough evaluation results.3. Analyze qualitative and quantitative data to formulate insightful...

  • Quality Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines GRATITUDE, INC. Full time

    Job title: Quality AnalystAccount: Travel SalesWork set up: 100% Onsite at Cebu CityWork shift: Night ShiftSalary: Up to 34K but open salary negotiationStart date: ASAPQualifications:• 2 - 4 years of overall experience with 1-2 year experience in providing quality monitoring feedbacks in call centre sales domain• Not a job hopperEssential Hiring...

  • Quality Assurance Analyst

    1 week ago

    Cebu City, Central Visayas, Philippines HGS Offshore Staffing Solutions Full time

    Role Overview:The Quality Analyst – Customer Service is responsible for monitoring and evaluating customer interactions to ensure a consistently high standard of service delivery. This role focuses on assessing the quality of calls, chats, and emails to identify improvement areas, enhance customer experience, and support the ongoing development of...

  • Call Center Quality Analyst

    1 week ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Position Title: Quality Analyst - Retail (Cebu) | OnsiteAccount Type: Retail Start Date: August 15 Support Type: Voice Work Setup: Fully Onsite in Cebu Shift & Rest Days: 24/7 schedule Educational Qualification: Undergraduate or College Graduate Work Experience: Minimum of 2+ years as a QA Analyst in a BPO environment, preferably in retail or any other...

  • BPO Quality Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱180,000 - ₱270,000 per year

    About the job: Quality Analyst - Travel Sales (Cebu) | OnsiteNature Of the Account: Travel SalesStart Date: ASAPType of Support: VoiceWork Arrangement: 100% Onsite (Cebu)Shift Schedule | Rest Days: Night ShiftEducational Requirement: At least 2nd year completedWork Experience:2 to 4 years of overall experience with 1 to 2 years experience in providing...

  • BPO Quality Analyst

    1 week ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    About the job: Quality Analyst - Retail Sales (Cebu City) | OnsiteNature Of the Account: Retail SalesStart Date: ASAPType of Support: VoiceWork Arrangement: 100% Onsite (Cebu)Shift Schedule | Rest Days: Night ShiftEducational Requirement: At least 2nd year completedWork Experience:2 to 4 years of overall experience with 1 to 2 years experience in providing...

  • We're Hiring- Quality Analyst

    1 week ago

    Cebu City, Central Visayas, Philippines Planas chuliganas Full time

    About the RoleWe're looking for a Quality Analyst who's ready to take the lead in driving excellence and continuous improvement across our operations. This is more than just a scoring role — we're seeking someone who can analyze trends, identify strengths and weaknesses, and recommend actionable solutions to elevate the overall quality performance of the...

  • Quality Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱250,000 - ₱600,000 per year

    Nature Of the Account: Travel Sales Start Date: ASAP Type of Support: Voice Work Arrangement: 100% Onsite (Cebu) Shift Schedule | Restdays: Night Shift Educational Requirement: At least 2nd year completed Work Experience:2 to 4 years of overall experience with 1 to 2 years experience in providing quality monitoring feedbacks in call centre sales domain...