Quality Assurance Analyst

About the JobWe're changing the way people think about customer service, and we need your helpWe're looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.As Quality Assurance Analyst, You Will…Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followedComplete Quality Assurance and coaching session reports on a weekly basisProvide floor support, which can include actively taking phone callsAttend and participate in meetings with supervisors and managers to review monitoring listsAttend and participate in partner and internal calibration meetingsResearch escalated issues and co-deliver coaching opportunities with Team Leaders and Operation ManagersReport scripting problems or questions from callers to appropriate departmentsDistribute partner and company related correspondence to all CSRs/Tier 2 team membersPerform other duties as assignedAs Quality Assurance Analyst, You Have…High school diploma or equivalent (required)1 year of front-line contact center experience (preferred)1-2 years of Quality Assurance experience (preferred)Intermediate knowledge of MS Excel, MS Word and MS Office (required)Ability to type 30 wpm minimum with accuracyStrong verbal and written communication skills, including spelling and grammarExcellent organizational and time management skillsAbility to make fair and consistent judgments and decisionsAbility to multi-task under high-pressure situationsAbility to solve problems and offer suggestions in a positive and developmental mannerAbility to listen attentively to use caller information to analyze and score CSRs/Tier 2 callsAbility to perform basic mathematical functions to ensure scoring accuracyAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsAvailability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required">About the JobWe're changing the way people think about customer service, and we need your helpWe're looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.As Quality Assurance Analyst, You Will…Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followedComplete Quality Assurance and coaching session reports on a weekly basisProvide floor support, which can include actively taking phone callsAttend and participate in meetings with supervisors and managers to review monitoring listsAttend and participate in partner and internal calibration meetingsResearch escalated issues and co-deliver coaching opportunities with Team Leaders and Operation ManagersReport scripting problems or questions from callers to appropriate departmentsDistribute partner and company related correspondence to all CSRs/Tier 2 team membersPerform other duties as assignedAs Quality Assurance Analyst, You Have…High school diploma or equivalent (required)1 year of front-line contact center experience (preferred)1-2 years of Quality Assurance experience (preferred)Intermediate knowledge of MS Excel, MS Word and MS Office (required)Ability to type 30 wpm minimum with accuracyStrong verbal and written communication skills, including spelling and grammarExcellent organizational and time management skillsAbility to make fair and consistent judgments and decisionsAbility to multi-task under high-pressure situationsAbility to solve problems and offer suggestions in a positive and developmental mannerAbility to listen attentively to use caller information to analyze and score CSRs/Tier 2 callsAbility to perform basic mathematical functions to ensure scoring accuracyAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsAvailability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required">About the JobWe're changing the way people think about customer service, and we need your helpWe're looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.As Quality Assurance Analyst, You Will…Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followedComplete Quality Assurance and coaching session reports on a weekly basisProvide floor support, which can include actively taking phone callsAttend and participate in meetings with supervisors and managers to review monitoring listsAttend and participate in partner and internal calibration meetingsResearch escalated issues and co-deliver coaching opportunities with Team Leaders and Operation ManagersReport scripting problems or questions from callers to appropriate departmentsDistribute partner and company related correspondence to all CSRs/Tier 2 team membersPerform other duties as assignedAs Quality Assurance Analyst, You Have…High school diploma or equivalent (required)1 year of front-line contact center experience (preferred)1-2 years of Quality Assurance experience (preferred)Intermediate knowledge of MS Excel, MS Word and MS Office (required)Ability to type 30 wpm minimum with accuracyStrong verbal and written communication skills, including spelling and grammarExcellent organizational and time management skillsAbility to make fair and consistent judgments and decisionsAbility to multi-task under high-pressure situationsAbility to solve problems and offer suggestions in a positive and developmental mannerAbility to listen attentively to use caller information to analyze and score CSRs/Tier 2 callsAbility to perform basic mathematical functions to ensure scoring accuracyAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsAvailability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required">Quality Assurance AnalystReq #955Cebu City, 6000 Cebu, PhilippinesApplyShareJob DescriptionPosted Monday, June 2, 2025 at 8:00 a.m.About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - About the Job We're changing the way people think about customer service, and we need your help  We're looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. As Quality Assurance Analyst, You Will… Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followedComplete Quality Assurance and coaching session reports on a weekly basisProvide floor support, which can include actively taking phone callsAttend and participate in meetings with supervisors and managers to review monitoring listsAttend and participate in partner and internal calibration meetingsResearch escalated issues and co-deliver coaching opportunities with Team Leaders and Operation ManagersReport scripting problems or questions from callers to appropriate departmentsDistribute partner and company related correspondence to all CSRs/Tier 2 team membersPerform other duties as assigned As Quality Assurance Analyst, You Have… High school diploma or equivalent (required)1 year of front-line contact center experience (preferred)1-2 years of Quality Assurance experience (preferred)Intermediate knowledge of MS Excel, MS Word and MS Office (required)Ability to type 30 wpm minimum with accuracyStrong verbal and written communication skills, including spelling and grammarExcellent organizational and time management skillsAbility to make fair and consistent judgments and decisionsAbility to multi-task under high-pressure situationsAbility to solve problems and offer suggestions in a positive and developmental mannerAbility to listen attentively to use caller information to analyze and score CSRs/Tier 2 callsAbility to perform basic mathematical functions to ensure scoring accuracyAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsAvailability to work a variety of shifts including early mornings, afternoons, evenings and holidays is requiredJob DetailsPay TypeSalaryEducation LevelHigh SchoolCookie PreferencesWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. 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