QA Analyst

Peak Outsourcing; Pajo; On-site; PHP 280,000 - 420,000; Full time

Job summary

Peak Outsourcing in Cebu is seeking a QA Analyst to support the quality assurance program by reviewing customer interactions and applying approved scorecards to ensure independence, objectivity, and neutral evaluation. The role aims to improve the customer experience and overall operator interaction quality.

The analyst will monitor voice and non-voice transactions, provide feedback to operators and leaders, and collaborate to roll out QA updates and standardize guidelines across the operation.

Qualifications

• Experience in quality assurance of customer interactions.
• Ability to review and apply quality standards.
• Experience providing performance feedback.
• Capable of working with cross-functional teams.

Responsibilities

• Monitor and evaluate voice and non-voice transactions.
• Perform live or remote monitoring.
• Provide quality performance feedback to operators and supervisors.
• Roll out quality related updates to operations.
• Collaborate with operations leadership to drive improvements.
• Participate in calibration sessions to review scoring consistency.
• Create and implement quality guidelines for standardization.
• Support operations during staffing issues.
• Conduct root cause analysis for quality issues.
• Coordinate with other departments for process improvements.
• Provide tracking and reporting of QA metrics.
• Prepare reports for performance analysis.

Skills

Communication

Active Listening

Data Analysis

Feedback Delivery

Problem Solving

Multitasking

Calibration

Organization

Public Presentation

Quality Assurance

Job description

6 - 12 Months

Full Time

Job Description

The Quality Assurance (QA) Analyst will support the quality assurance effort by systematically reviewing customer interactionsand applying established quality standards to approved quality scorecards. The aim of this role is to ensure that qualityassurance is applied in an independent, objective and neutral manner. The goal is to improve the customer experience, andoverall quality of the operators' interactions with the visitors. The QA analyst also plays a key role in minimizing companyexposure by the reduction of business risk through continuous improvement of business processes and adherence to corporatepolicies and procedures.

Role and Responsibilities

• Monitor and evaluate voice/non voice transactions
• Perform live or remote monitoring
• Provide quality performance feedback to the operators and their immediate superiors.
• Roll out quality related updates to operations
• Work in partnership with the operations leadership, along with the process of disseminating the information toensure improvements.
• Participate in a calibration session to review performance and consistency of scoring.
• Create and implement quality guideline for standardization
• Support operations in case of staffing issues and be flexible enough to help out and perform as one of the supportteam members
• Quality root cause analysis
• Coordinate with other departments for process implementations/improvements
• Provide tracking and reporting of Quality Assurance metrics.
• Report creation and preparation for performance analysis

Preferred Skills

• a) Excellent oral, written and interpersonal communication skill
• b) Experience persuading audience and front line employees to support new initiatives
• c) Exceptional listening skills
• d) Problem-Solving skills
• e) Excellent ability to identify and analyze data for trend
• f) Experience in providing performance feedback
• h) Ability to multitask and perform in constantly changing environment
• i) Experience managing and driving team calibration to QA requirements
• j) Strong organizational, planning, prioritization skills
• k) Capacity to present oneself professionally in public

Job Snapshot

• Updated Date: 28-Aug-2025
• Job ID: JOB_46
• Department: Training and Quality