Customer Service QA Analyst — Real-Time Coaching & Analytics

Asticom Technology Inc; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Asticom Technology Inc. is seeking a Quality Assurance Analyst to monitor and improve the quality of customer service operations in the Philippines. The role involves conducting audits, analyzing performance trends, and coaching teams to address quality gaps.

You will collaborate with Operations Leaders to identify improvement opportunities, escalate recurring issues, and contribute to calibration sessions to maintain consistent standards.

Qualifications

• Bachelor's degree in any field.
• At least 1 year of experience in a Customer Service role.
• Experience in Quality Assurance or performance analysis is a plus.
• Strong computer proficiency and analytical abilities.
• Knowledge of customer service practices and quality monitoring processes.
• Good written and verbal communication skills.
• Detail-oriented with problem-solving abilities.
• EF SET at least a C rating or equivalent English proficiency.

Responsibilities

• Conduct real-time and historical quality audits of customer service interactions.
• Monitor performance using quality monitoring systems and data.
• Analyze quality results, defects, and performance trends to identify improvements.
• Provide real-time coaching and feedback to Operations leads and QA teams.
• Calibrate quality standards and evaluations to ensure consistency.
• Prepare quality reports, calibration reports, and trend analyses.

Skills

Analytical skills

Communication skills

Detail-oriented

Education

Bachelor's degree

Tools

Excel

PowerPoint

Job description

Asticom Technology Inc. is seeking a Quality Assurance Analyst to monitor and improve the quality of customer service operations in the Philippines. The role involves conducting audits, analyzing performance trends, and coaching teams to address quality gaps.

You will collaborate with Operations Leaders to identify improvement opportunities, escalate recurring issues, and contribute to calibration sessions to maintain consistent standards.