Night Shift QA Analyst - International Accounts

Concentrix; Quezon City; On-site; PHP 420,000 - 620,000; Full time

Job summary

Concentrix is seeking a Quality Analyst in Quezon City for the night shift onsite, starting ASAP. You will conduct quality audits, evaluate interactions, and provide actionable feedback to improve customer experience for an international account.

The ideal candidate has at least 1 year of QA experience in BPO, strong analytics, and effective communication. You will work with Operations and Training to address issues and drive performance improvements.

Qualifications

• 1 year of Quality Analyst experience in a BPO or CX environment.
• Experience supporting an international client/account.
• Strong QA processes and performance metrics.

Responsibilities

• Conduct regular quality audits of customer interactions based on established quality standards and guidelines.
• Evaluate calls, chats, emails, tickets, or other customer interactions for accuracy, compliance, and overall service quality.
• Identify performance gaps and provide clear, actionable feedback to support continuous improvement.
• Work closely with Operations, Training, and other stakeholders to address recurring quality issues.
• Analyze quality results and identify trends, root causes, and opportunities for process improvement.
• Participate in calibration sessions to ensure consistent and accurate scoring.
• Maintain accurate quality records and prepare reports on performance and trends.
• Support quality initiatives designed to improve customer experience, operational efficiency, and client satisfaction.

Skills

QA experience

Analytical thinking

Communication

Independent work

Tools

Microsoft Office

Job description

Concentrix is seeking a Quality Analyst in Quezon City for the night shift onsite, starting ASAP. You will conduct quality audits, evaluate interactions, and provide actionable feedback to improve customer experience for an international account.

The ideal candidate has at least 1 year of QA experience in BPO, strong analytics, and effective communication. You will work with Operations and Training to address issues and drive performance improvements.