QA Analyst: Call Quality & Data Insight

Travel + Leisure Global Support Services (Philippines) Inc.; Philippines; On-site; PHP 223,000 - 335,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Modern office space

Professional development funding

Discounted hotel stays across multiple

Private health cover

Job summary

Travel + Leisure Co. seeks a Quality Assurance Analyst I to join a dynamic team supporting the Consumer Finance group. The role focuses on monitoring quality, reducing errors, and improving call handling across regions including Clark, Las Vegas, and Orlando.

You will design and perform QA call monitoring strategies, provide feedback, and help sustain an effective control environment. Strong data analysis and reporting skills are essential, with training opportunities and a collaborative culture.

Qualifications

• Bachelor’s degree or equivalent experience is required.

Responsibilities

• Plan, measure, and analyze data, monitor trends, and evaluate process and service quality gaps.
• Manage quality call monitor program and provide feedback to associates and management to promote continuous improvement, lead quarterly sessions, and prepare weekly quality reports.
• Coordinate quality process development with departments and develop pocket training/coaching sessions.
• Use PowerBI and SAS to pull data and support call monitoring processes.
• Conduct new hire training on the call monitoring process.

Skills

Analytical skills

Strong organizational skills

Interpersonal skills

Effective communication skills

Problem resolution skills

Demonstrated analytical skills

Critical thinking

Written communication

Education

Bachelor’s degree or equivalent experience

Tools

PowerBI

SAS

Excel

PowerPoint

Word

Job description

Travel + Leisure Co. seeks a Quality Assurance Analyst I to join a dynamic team supporting the Consumer Finance group. The role focuses on monitoring quality, reducing errors, and improving call handling across regions including Clark, Las Vegas, and Orlando.

You will design and perform QA call monitoring strategies, provide feedback, and help sustain an effective control environment. Strong data analysis and reporting skills are essential, with training opportunities and a collaborative culture.