B2B Sales Quality Evaluator | Cubao Site | Night Shift | *20k basic

Concentrix; Quezon City; On-site; PHP 420,000 - 620,000; Full time

Job summary

Concentrix is seeking a Quality Analyst in Quezon City for the night shift onsite, starting ASAP. You will conduct quality audits, evaluate interactions, and provide actionable feedback to improve customer experience for an international account.

The ideal candidate has at least 1 year of QA experience in BPO, strong analytics, and effective communication. You will work with Operations and Training to address issues and drive performance improvements.

Qualifications

• 1 year of Quality Analyst experience in a BPO or CX environment.
• Experience supporting an international client/account.
• Strong QA processes and performance metrics.

Responsibilities

• Conduct regular quality audits of customer interactions based on established quality standards and guidelines.
• Evaluate calls, chats, emails, tickets, or other customer interactions for accuracy, compliance, and overall service quality.
• Identify performance gaps and provide clear, actionable feedback to support continuous improvement.
• Work closely with Operations, Training, and other stakeholders to address recurring quality issues.
• Analyze quality results and identify trends, root causes, and opportunities for process improvement.
• Participate in calibration sessions to ensure consistent and accurate scoring.
• Maintain accurate quality records and prepare reports on performance and trends.
• Support quality initiatives designed to improve customer experience, operational efficiency, and client satisfaction.

Skills

QA experience

Analytical thinking

Communication

Independent work

Tools

Microsoft Office

Job description

Schedule: Night Shift | Onsite | Start ASAP

Employment Type: Full-Time

Experience Required: At least 1 year of Quality Analyst experience supporting an international account

Ready to take your QA career to the next level?

We're looking for a Quality Analyst who knows that quality is more than checking boxes—it's about identifying opportunities, influencing performance, and helping teams deliver an exceptional customer experience.

If you've spent at least a year working as a QA for an international account and you're confident in analyzing interactions, identifying trends, and delivering meaningful feedback, this could be your next career move.

What You'll Do

• Conduct regular quality audits of customer interactions based on established quality standards and guidelines.
• Evaluate calls, chats, emails, tickets, or other customer interactions for accuracy, compliance, and overall service quality.
• Identify performance gaps and provide clear, actionable feedback to support continuous improvement.
• Work closely with Operations, Training, and other stakeholders to address recurring quality issues.
• Analyze quality results and identify trends, root causes, and opportunities for process improvement.
• Participate in calibration sessions to ensure consistent and accurate scoring.
• Maintain accurate quality records and prepare reports on performance and trends.
• Support quality initiatives designed to improve customer experience, operational efficiency, and client satisfaction.

What We're Looking For

You should have:

• At least 1 year of Quality Analyst experience in a BPO or customer experience environment.
• Proven experience supporting an international client/account.
• Strong understanding of quality assurance processes, audit methodologies, and performance metrics.
• Excellent communication and analytical skills.
• Strong attention to detail and the ability to identify even subtle performance gaps.
• Confidence in providing objective, constructive, and actionable feedback.
• Proficiency in Microsoft Office or similar productivity tools.
• The ability to work independently while collaborating effectively with cross-functional teams.

Why Join Us?

This isn't just another QA role.

You'll have the opportunity to work with an international client, sharpen your quality expertise, influence operational performance, and grow your career in a dynamic environment.

If you're the kind of QA professional who looks beyond the scorecard and asks "How can we make this better?", we'd like to meet you.