BPO Quality Analyst - QA & Process Improvement (Night Shift)

Welsend Global Services Inc.; Taguig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Welsend Global Services Inc. is seeking a QA specialist to evaluate and score service channel sessions per QA standards, and provide actionable reports to management and agents. You will develop monthly quality inspection plans and suggest improvements to optimize performance.

The role requires ensuring QC coverage rate at or above 2.1% of service volume. The candidate should have strong English proficiency, solid critical thinking and data analysis, plus coaching and collaboration skills.

Qualifications

• English proficiency required (reading, writing and speaking).
• Strong critical thinking and data analysis skills.
• Bachelor’s degree or higher.
• At least 2 years of QA experience, BPO experience preferred.

Responsibilities

• Evaluate and score service channel sessions according to QA standards.
• Provide QA reports to management and agents.
• Develop and implement monthly quality inspection plans.
• Suggest quality improvements to management.
• Ensure QC coverage rate ≥ 2.1% (QC volume / Service volume).

Skills

English (reading, writing, speaking)

Critical thinking

Data analysis

Empathy

Coaching

Communication

Collaboration

Education

Bachelor’s degree or higher

Job description

Welsend Global Services Inc. is seeking a QA specialist to evaluate and score service channel sessions per QA standards, and provide actionable reports to management and agents. You will develop monthly quality inspection plans and suggest improvements to optimize performance.

The role requires ensuring QC coverage rate at or above 2.1% of service volume. The candidate should have strong English proficiency, solid critical thinking and data analysis, plus coaching and collaboration skills.