Customer Experience QA Analyst — Drive Quality

Symbos Managed Services Inc; Pasay; On-site; PHP 320,000 - 520,000; Full time

Job summary

Symbos Managed Services Inc is seeking a detail-oriented Quality Analyst to support quality assurance activities across customer-facing operations. You will evaluate interactions and outputs, identify trends, and provide evidence-based feedback to drive continuous improvement.

The role suits someone with a background in Quality Assurance, Operations or customer service who enjoys data analysis and root-cause investigation.

Qualifications

• 1-3 years of experience in a contact centre, BPO or customer operations environment.
• Previous Quality Analyst experience or exposure to quality auditing, evaluations or performance reviews.
• Strong analytical and problem-solving skills
• Excellent attention to detail and documentation accuracy
• Ability to provide objective, evidence-based feedback
• Strong written and verbal communication skills
• Working knowledge of Microsoft Excel including formulas, filters and basic data analysis
• Understanding of customer experience, compliance and operational metrics
• Ability to work Australian or operational shift schedules when required
• Ability to build positive stakeholder relationships while maintaining audit integrity

Responsibilities

• Conduct quality evaluations accurately and within required timelines
• Apply quality standards, audit frameworks and scoring methodologies consistently
• Document objective findings and assessment evidence
• Provide actionable feedback to support performance improvement
• Participate in calibration sessions and quality governance activities
• Analyse quality results to identify recurring trends and root causes
• Escalate compliance risks and operational issues where appropriate
• Maintain audit records, quality trackers and reporting documentation
• Support quality improvement initiatives, audits and special projects
• Prepare and contribute to quality reporting and insights for stakeholders

Skills

Analytical skills

Problem solving

Attention to detail

Written communication

Verbal communication

Excel proficiency

Education

Bachelor's degree or relevant equivalent

Tools

Microsoft Excel

Job description

Symbos Managed Services Inc is seeking a detail-oriented Quality Analyst to support quality assurance activities across customer-facing operations. You will evaluate interactions and outputs, identify trends, and provide evidence-based feedback to drive continuous improvement.

The role suits someone with a background in Quality Assurance, Operations or customer service who enjoys data analysis and root-cause investigation.