Impactful CX QA Analyst - BPO

BEAWESOME, INC.; Davao City; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Onsite care center

Insurance equality

Dog-friendly office

Job summary

BEAWESOME, INC. is seeking a Quality Assurance Analyst for the Davao site to partner with team leads, close performance gaps, and drive coaching and training initiatives. The role emphasizes accurate evaluations, KPI data integrity, and ongoing process improvement within a fast-paced BPO environment.

The position involves quality auditing, calibration with HQ, and delivering targeted training to提升 agent performance and customer experience. A proactive, communicative leader is essential.

Qualifications

• Proven experience in QA/QC or team coaching in a contact center environment.
• Strong understanding of customer service KPIs, quality metrics, and performance management.
• Excellent communication, coaching, and training facilitation skills.
• Ability to conduct accurate, unbiased scoring and maintain precise performance data.
• Hands-on approach and willingness to engage directly with frontline operations.
• Confident leader who can motivate and hold the team accountable while fostering a culture of continuous improvement.
• Remains composed under pressure or in fast-paced environments.
• Highly proactive mindset that anticipates challenges, addresses issues early, and consistently seeks ways to improve processes and results.
• Ability to navigate multiple systems efficiently and adapt to process updates.
• Desire to grow with the business and contribute to long-term success.

Responsibilities

• Quality auditing and feedback: create guidelines and processes for the account.
• Score emails, chats, and other channels consistently with HQ standards.
• Conduct calibration sessions with HQ and leaders to align quality expectations.
• Audit SLA-breached tickets and coach with targeted plans.
• Review low-rated CSAT tickets and use them as training material.
• Maintain reliable quality and KPI data for leadership decisions.
• Monitor workloads and ensure deadlines are met.
• Use audit forms and suggest improvements to HQ.

Skills

QA/QC

Coaching

Training delivery

KPIs and data

Communication

Job description

BEAWESOME, INC. is seeking a Quality Assurance Analyst for the Davao site to partner with team leads, close performance gaps, and drive coaching and training initiatives. The role emphasizes accurate evaluations, KPI data integrity, and ongoing process improvement within a fast-paced BPO environment.

The position involves quality auditing, calibration with HQ, and delivering targeted training to提升 agent performance and customer experience. A proactive, communicative leader is essential.