QA Analyst: Quality Assurance & Process Improvement

Helpware Inc.; 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 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