QA Analyst

Helpware; Cebu City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Helpware Inc. in Cebu City seeks a Quality Assurance professional to monitor and evaluate customer interactions, provide actionable feedback, and support calibration across evaluators.

You will analyze QA results, identify trends, report findings to leadership, and ensure all interactions comply with client standards and internal policies. The ideal candidate has a statistics- or analytics-oriented background, plus experience in QA or call center environments and proficiency with standard office

Qualifications

• Bachelor’s degree (Statistics/Research/Testing background).
• QA training/certification (TQM, Six Sigma, COPC) is a plus.
• 1 year in call center, customer service, or QA with strong performance.
• Proficiency with Google Suite and MS Office; knowledge of Minitab/SPSS is an advantage.
• Strong analytical, communication, and multi-tasking abilities; adaptable to schedules.
• Excellent attention to detail and quality-minded approach.

Responsibilities

• Monitor and evaluate customer interactions against quality standards and scorecards.
• Document findings accurately to support fair evaluations.
• Provide feedback and coaching to agents and team leaders.
• Track QA results, identify trends and root causes affecting quality.
• Ensure compliance with client requirements and company policies.
• Participate in calibration sessions to maintain scoring consistency.

Skills

Analytical thinking

Problem-solving

Communication skills

Attention to detail

Multi-tasking

Active listening

Education

Bachelor’s degree in Statistics or related field

Tools

Google Suite

MS Office

Minitab

SPSS

Job description

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Summary:

Supports Operations in enhancing its Quality of Service through transaction and/or process audits. Reviews the performance of existing processes, highlights gaps and reports areas for improvement.

Primary Responsibilities:

• Monitor and Evaluate Customer Interactions:
  Review calls, chats, emails, and other support interactions against established quality standards and scorecards.
  Document findings accurately and consistently to support fair and objective evaluations.
• Provide Feedback and Coaching Support:
  Share clear, constructive feedback with agents and team leaders to reinforce strengths and address performance gaps.
  Support coaching sessions by identifying specific behaviors and opportunities for improvement.
• Track Quality Metrics and Trends:
  Analyze QA results to identify recurring issues, performance trends, and root causes affecting service quality.
  Prepare reports and summaries that help leadership make informed decisions.
• Ensure Compliance with Standards:
  Verify that customer interactions follow company policies, client requirements, and applicable compliance guidelines.
  Escalate quality or compliance concerns when necessary.
• Participate in Calibration and Improvement Initiatives:
  Join calibration sessions to maintain scoring consistency across evaluators and operational teams.
  Contribute ideas and recommendations to improve workflows, scorecards, and service delivery.

Requirements

• Bachelor’s degree (preferably with background in Statistics and Research and Testing)
• Has any QA Centric Training/Certification like TQM, Six Sigma, COPC, etc. is a plus
• One year working experience in a call center, customer service, or quality control field with impeccable performance (preferably within the Quality Assurance field). Has average to advance knowledge of Quality Control Tools and Systems.
• Proficiency with Google suite, MS Office applications (i.e. MS Word, Excel, Powerpoint), knowledge on Statistical applications like Minitab and SPSS is an advantage.
• Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.
• With strong attention to detail
• Enthusiastic and highly productive, detail oriented and quality-minded