BPO Quality Analyst (pioneering tech account)

VXI Global Holdings B.V. (Philippines); Pasay; On-site; PHP 300,000 - 420,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a QA Analyst to ensure quality monitoring and performance analysis on-site at MOA, Pasay. The role emphasizes timely QA monitor delivery, trend reporting, and real-time feedback to improve agent performance.

The ideal candidate has at least 1 year in Quality Analytics, is comfortable working onsite, and collaborates closely with QA leadership to drive calibration and best practices within the team.

Qualifications

• At least 1 year of experience as a Quality Analyst.
• Willingness to work onsite at VXI MOA, Pasay.

Responsibilities

• Delivers required number of QA monitors on time.
• Generates and trends QE-related reports weekly/monthly.
• Performs side-by-side sessions with real-time feedback.
• Participates in QA calibration and maintains variance ≤ 2.5%.
• Works with line leadership and QA supervisors to implement improvements.
• Identifies root causes for performance variance and shares findings.
• Leads by implementing new processes and upholds corporate values.
• Supports call volume during peak times.

Skills

Quality assurance

Data analysis

Root cause analysis

Team collaboration

Job description

Essential Duties & Responsibilities:

• Delivers required number of QA monitors on a timely manner;
• Generates and trends weekly/monthly QE related reports
• Performs side-by-side sessions and provide real-time feedback
• Participates on team meetings/huddles to share Quality and behavioral tagging trends
• Participates in QA Calibration and maintain 2.5% variance or lower.
• Works closely with the line leadership;
• Develops and delivers action plans to TLs and Global Agents.
• Skilled in pinpointing root cause/s for performance variance;
• Keeps abreast of operational changes;
• Upholds the ability to lead by successfully implementing new process;
• Upholds corporate values and expected behavior.
• Willing to support call volume when needed.
• Adheres to the schedule set by the QA SDL / QA Supervisor.
• Responsible for identifying and collecting best practices and share then with all QA
• Works closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, etc.

Requirements:

• Must have at least 1 year experience as Quality Analyst
• Must be amenable to work onsite in VXI MOA, Pasay