QA Analyst (CSR - Sales Account) | ASAP

The Hird Corp.; Cebu City; On-site; PHP 279,000 - 435,000; Full time

Benefits offered by this job

Commission

Performance Bonus

Holiday Gifts

Insurance Health & Wellness (HMO)

Job summary

A leading BPO company in Cebu City is seeking a QA Analyst to ensure excellence in customer interactions. The role requires 2-4 years of BPO experience, with at least 1-2 years in quality monitoring. Ideal candidates are expected to have strong mentoring abilities, effective communication skills, and the capacity to work night shifts. The company offers a growth-oriented environment and a competitive compensation package, including bonuses and health benefits.

Qualifications

• 2-4 years of overall BPO experience, with at least 1-2 years in quality monitoring.
• Willing to work night shifts and can start ASAP.
• Experience in client teleconferences and meetings.
• Strong ability to mentor agents and provide constructive feedback.
• Act as Subject Matter Specialist (SMS) and support the team.
• Experience in client teleconferences and meetings.
• Ability to own escalations and drive solutions.
• Excellent planning, prioritizing, organizing, and client communication.

Responsibilities

• Shape performance standards and mentor agents.
• Monitor calls and provide actionable feedback.
• Collaborate with operations and clients to enhance performance.
• Participate in client teleconferences to align on requirements.
• Own escalations and drive timely resolutions.
• Collaborate with operations and clients to improve performance.

Skills

Quality monitoring

Mentoring agents

Effective communication

Planning and organizing

Time management

Education

2nd year completed in college or college graduate

College graduate

Job description

On-site - Cebu 1-3 Yrs Exp Diploma Full-time

We are seeking a QA Analyst to join our team. If you are passionate about driving quality and excellence in customer interactions, this role is for you.

Job Description

As a QA Analyst, you will play a vital role in shaping performance standards, mentoring agents, and ensuring world-class service delivery. You’ll monitor and evaluate calls, provide actionable feedback, and collaborate with operations and clients to enhance overall performance and customer satisfaction.

Qualifications:

• 2–4 years of overall BPO experience, with at least 1–2 years in quality monitoring and providing feedback in a call center sales domain
• At least 2nd year completed in college or a college graduate
• Willing to work night shift and can start ASAP
• Strong ability to mentor agents and provide constructive call monitoring feedback
• Can act as a Subject Matter Specialist (SMS) and support the team with expertise
• Experience in participating in client teleconferences and meetings
• Ability to take ownership of escalations/issues and drive solutions
• Excellent skills in planning, prioritizing, organizing, and communicating effectively with clients

What We Offer:

• A supportive and growth-oriented work environment
• Opportunities for career development and leadership roles
• Competitive compensation and benefits package, including Commission, Performance Bonus, Holiday Gifts, Incentives, Government Mandated Benefits, and Insurance Health & Wellness (HMO)

We are an equal opportunities employer and welcome applications from all qualified candidates.