Onsite QA Coach & Analyst — Elevate Agent Performance

Virtual Staffing Solutions; Leyte; On-site; PHP 240,000 - 300,000; Full time

Job summary

Virtual Staffing Solutions in Tacloban is seeking a Quality Analyst (onsite) to evaluate customer interactions, monitor adherence to standards, and provide coaching to agents.

You will audit calls, chats, and emails, identify coaching opportunities, participate in calibration sessions, and maintain audit logs to track performance.

The role requires 1–2 years of QA experience in a BPO, strong analytical and communication skills, and willingness to work rotating shifts onsite.

Qualifications

• 1–2 years hands-on experience as a Quality Analyst in a BPO setting.
• Deep understanding of QA metrics, evaluation forms, auto‑fail parameters, and scoring standards.
• Strong analytical, active listening, and problem‑solving skills.
• Clear written and verbal communication skills with strong attention to detail.
• Must be fully willing to work onsite at Tacloban site on rotating shifts.

Responsibilities

• Audit customer interactions (calls, chats, emails) based on QA forms and parameters.
• Identify coaching opportunities, compliance risks, and gaps during evaluations.
• Conduct regular 1-on-1 coaching sessions with agents for actionable feedback.
• Participate in calibration sessions to ensure scoring consistency.
• Maintain audit logs and track performance metrics daily.

Skills

Analytical skills

Active listening

Problem solving

Attention to detail

QA metrics

Job description

Virtual Staffing Solutions in Tacloban is seeking a Quality Analyst (onsite) to evaluate customer interactions, monitor adherence to standards, and provide coaching to agents.

You will audit calls, chats, and emails, identify coaching opportunities, participate in calibration sessions, and maintain audit logs to track performance.

The role requires 1–2 years of QA experience in a BPO, strong analytical and communication skills, and willingness to work rotating shifts onsite.