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Quality Assurance Analyst

2 weeks ago

Pasig, National Capital Region, Philippines Full Potential Solutions Full time

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

  • Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
  • Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
  • Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
  • Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive

We are seeking a detail‑oriented Quality Assurance Analyst to uphold and elevate the customer experience in our organization. You will monitor agent interactions, analyze performance data, and collaborate with cross‑functional teams to ensure our service standards consistently exceed expectations.

Duties and Responsibilities:

Call Monitoring & Evaluation:

  • Review live and recorded customer interactions (phone, chat, email) against established QA scorecards
  • Provide clear, actionable feedback to agents on strengths and areas for improvement

Scorecard Development & Maintenance:

  • Design, refine, and update QA scorecards to reflect evolving business goals and compliance requirements
  • Ensure rubrics cover accuracy, compliance, empathy, and resolution effectiveness

Data Analysis & Reporting:

  • Aggregate QA findings into weekly/monthly dashboards and trend reports
  • Identify performance gaps, root causes, and recommend process enhancements

Coaching & Training Support:

  • Partner with Training and Team Leads to develop targeted coaching plans and training modules
  • Participate in calibration sessions to align on scoring standards and best practices

Continuous Improvement:

  • Propose new methodologies, tools, or workflow changes that drive efficiency and quality gains
  • Track key metrics (e.g., QA pass rate, customer satisfaction, first‑call resolution) and drive action plans

Qualifications:

  • With 1-2 years of related work experience as a Quality Assurance Analyst in a BPO setup
  • Preferably handled customer service and outbound sales campaigns
  • Strong analytical mindset with proficiency in data‑driven decision‑making
  • Excellent written and verbal communication skills; ability to deliver constructive feedback
  • Familiarity with QA monitoring tools, CRM platforms, and reporting dashboards
  • Well‑versed in compliance standards (e.g., PCI, GDPR) and industry best practices
  • Detail‑oriented, organized, and capable of managing multiple projects simultaneously
  • Amenable to work in shifting schedules and onsite in Pasig