Call Center Quality Analyst: Elevate Customer Experience

Ubiquity; Bacolod; On-site; PHP 200,880 - 312,480; Full time

Job summary

Ubiquity is seeking a Quality Analyst to assess the performance of our call center associates who handle customers. The QA will monitor inbound calls, emails, and chats to evaluate demeanor, technical accuracy, and adherence to company policies.

This role supports development of quality processes, assists training and operations, and provides actionable feedback. You will participate in calibration sessions and reviews to drive customer experience improvements across shifts.

Qualifications

• Minimum 1 year of experience in quality assurance.
• Strong English verbal and written communication skills.
• Ability to develop solutions and improve processes.
• Willing to work on shifting schedules (Day/Mid/Night).

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Monitors calls, chats, or emails to assess performance.
• Provides actionable data to support groups and site management.
• Coordinates calibration sessions for internal staff and clients.
• Supports training and operations with refresher activities and escalations.
• Participates in periodic business reviews to discuss performance.

Skills

Quality assurance

Call monitoring

English communication

Process improvement

Job description

Ubiquity is seeking a Quality Analyst to assess the performance of our call center associates who handle customers. The QA will monitor inbound calls, emails, and chats to evaluate demeanor, technical accuracy, and adherence to company policies.

This role supports development of quality processes, assists training and operations, and provides actionable feedback. You will participate in calibration sessions and reviews to drive customer experience improvements across shifts.