QA Analyst: Elevate Customer Experience & Quality

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

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.