Customer Service Quality Assurance Analyst

Teleperformance; Antipolo; On-site; PHP 335,000 - 502,000; Full time

Job summary

Teleperformance is seeking a Quality Assurance professional to monitor and evaluate customer service interactions, ensuring alignment with company standards and client specifications.

The role involves using scorecards, conducting audits, and providing actionable coaching feedback to improve agent performance and customer satisfaction. Collaboration with team leaders and participation in calibration sessions are key components of this position.

Qualifications

• Minimum requirement is a high school diploma; higher education preferred.
• Experience in QA, customer service, or call centre environment.
• Strong knowledge of CS principles, call centre operations, and QA methodologies.
• Excellent verbal and written communication to clearly articulate feedback.
• Attention to detail; ability to evaluate complex interactions against criteria.
• Analytical mindset to interpret data, identify trends, and extract insights.
• Strong interpersonal skills to work with reps, team leads, and management.
• Ability to work independently while contributing to a team.

Responsibilities

• Monitor and evaluate customer interactions using scorecards and audits.
• Document findings and provide actionable feedback.
• Identify coaching opportunities with team leaders and develop improvement plans.
• Prepare quality reports and metrics analysis to track performance trends.
• Participate in calibration sessions and quality meetings for consistency.
• Maintain QA documentation, guidelines, scorecards, and training materials.
• Communicate quality findings and recommendations to management and teams.
• Identify best practices and coaching strategies to enhance performance and satisfaction.

Skills

Quality assurance

Customer service

Performance analysis

Feedback delivery

Communication

Documentation

Team collaboration

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

QA software

Call recording systems

MS Office

Job description

Teleperformance is seeking a Quality Assurance professional to monitor and evaluate customer service interactions, ensuring alignment with company standards and client specifications.

The role involves using scorecards, conducting audits, and providing actionable coaching feedback to improve agent performance and customer satisfaction. Collaboration with team leaders and participation in calibration sessions are key components of this position.