Manila Quality Analyst - Entry Level

Concentrix; Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

Concentrix in Manila is seeking an entry-level Quality Assurance Analyst to monitor and audit inbound/outbound calls, chats, and emails to ensure quality standards and client satisfaction.

You will participate in calibration sessions, maintain knowledge bases, support metrics reviews, and help drive profitability goals through process improvements.

Ideal candidates have a related bachelor's degree, strong communication, MS Office skills, and the ability to multitask under close supervision.

Qualifications

• Bachelor's degree in a related field is preferred with less than one year of relevant experience.
• Effective written and verbal communication skills are required.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented with a focus on accuracy and quality.
• Entry-level role; tasks are prescribed and performed under supervision or defined procedures.

Responsibilities

• Monitors, evaluates and audits a sampling of inbound/outbound calls, chat, and email.
• Reports results of evaluations to Quality Leadership, Operations, Client, and Account Management.
• Participates in calibration/listening sessions to ensure scoring consistency.
• Participates in internal quality audits to improve processes and efficiency.
• Maintains program knowledge base and understanding of client products/services.
• Supports management focus on drivers, metrics, and operational processes.

Skills

Effective communication

Microsoft Office

Multi-tasking

Detail-oriented

Education

Bachelor's Degree in related field

Job description

Concentrix in Manila is seeking an entry-level Quality Assurance Analyst to monitor and audit inbound/outbound calls, chats, and emails to ensure quality standards and client satisfaction.

You will participate in calibration sessions, maintain knowledge bases, support metrics reviews, and help drive profitability goals through process improvements.

Ideal candidates have a related bachelor's degree, strong communication, MS Office skills, and the ability to multitask under close supervision.