BPO Quality Assurance Analyst - TP Clark (For Pooling)

Teleperformance; Pampanga; On-site; PHP 279,000 - 502,000; Full time

Job summary

Teleperformance in the Philippines is seeking a Quality Assurance Analyst to monitor, evaluate, and improve the quality of customer interactions across our call centre operations. This full-time role directly impacts customer satisfaction, compliance, and operational excellence.

Ideal candidates have a strong background in QA, customer service, and data analysis, with excellent communication skills and proficiency in QA software and MS Office.

Qualifications

• High school diploma or equivalent certification; associate or bachelor’s degree in a related field is preferred
• Proven experience in quality assurance, customer service, or a related call centre environment
• Strong understanding of customer service principles, call centre operations, and quality assessment methodologies
• Excellent communication skills, both verbal and written, with the ability to clearly articulate feedback and recommendations
• Proficiency in using quality assurance software, call recording systems, and Microsoft Office applications
• Attention to detail and the ability to accurately evaluate complex interactions against established criteria
• Analytical mindset with the ability to interpret data, identify trends, and generate meaningful insights
• Strong interpersonal skills with the ability to work effectively with representatives, team leaders, and management at all levels
• Ability to work independently whilst contributing effectively to a team environment
• Flexibility and adaptability to manage multiple priorities and changing requirements in a fast-paced environment

Responsibilities

• Monitor, evaluate, and improve the quality of customer interactions across the call centre environment
• Identify trends and provide actionable feedback to enhance service quality and compliance
• Collaborate with teams and management to implement quality improvements and training needs
• Maintain accurate documentation of quality assessments and performance metrics

Skills

Quality assurance

Customer service

Call centre operations

Quality assessment methodologies

Communication skills

Quality assurance software

Microsoft Office

Attention to detail

Analytical mindset

Team collaboration

Education

High school diploma

Associate or bachelor's degree in related field

Tools

Quality assurance software

Call recording systems

Microsoft Office

Job description

This is a full-time position that plays a crucial role in maintaining and enhancing the quality standards of our customer service operations. As a Quality Assurance Analyst, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions across our call centre environment. Your work will directly impact customer satisfaction, compliance adherence, and operational excellence within our organisation.

What we're looking for

• High school diploma or equivalent certification; associate or bachelor's degree in a related field is preferred

• Proven experience in quality assurance, customer service, or a related call centre environment

• Strong understanding of customer service principles, call centre operations, and quality assessment methodologies

• Excellent communication skills, both verbal and written, with the ability to clearly articulate feedback and recommendations

• Proficiency in using quality assurance software, call recording systems, and Microsoft Office applications

• Attention to detail and the ability to accurately evaluate complex interactions against established criteria

• Analytical mindset with the ability to interpret data, identify trends, and generate meaningful insights

• Strong interpersonal skills with the ability to work effectively with representatives, team leaders, and management at all levels

• Ability to work independently whilst contributing effectively to a team environment

• Flexibility and adaptability to manage multiple priorities and changing requirements in a fast-paced environment