QA Analyst, Technical Accounts – Data-Driven Quality

TRANSCOSMOS ASIA PHILIPPINES, INC.; Taguig; On-site; PHP 335,000 - 614,000; Full time

Job summary

TRANSCOSMOS ASIA PHILIPPINES, INC. is hiring a Quality Analyst to support the daily operations of our QA team. The role emphasizes data-driven reporting, KPI tracking, and ensuring quality standards across voice, chat, and email channels.

You will work onsite in Taguig with a shifting schedule and weekend/holiday shifts, collaborating with operations to drive continuous improvement and measurable service quality.

Qualifications

• Bachelor’s degree
• 1 year of QA or similar quality role experience
• Experience handling blended campaigns (Voice, Chat, Email) is an advantage
• Good understanding of quality tools and systems
• Ability to create, analyze, and publish reports on key customer metrics
• Strong analytical skills
• Proficiency in MS Excel
• MS Office experience and familiarity with Google Workspace
• Amenable to shifting schedule, weekends & holidays
• Amenable to work onsite

Responsibilities

• Support daily operations of the quality assurance team
• Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback
• Strive to achieve standards for quality and related KPIs and initiates improvement actions when necessary
• Facilitates communications, daily meetings, ongoing quality performance reviews, and calibration activities with team
• Monitors and analyses quality parameters to generate necessary changes and solutions in coordination with customer service operations
• Help develops, implements and monitors the practice of quality procedures, standards and specifications to ensure compliance to company policies and standards
• Identifies opportunities of improvement for QA workflows, processes and procedures
• Work with QA Lead or SV to have regular management and technical reports, and provides suggestions for improvement based on data analysis
• Oversee facilitation and effectiveness of customer service agent coaching methods and approaches
• Conducts process and product audits to confirm compliance with company policies in all activities related to Quality
• Prepares independent operational decisions as necessary to align with department objectives
• Enhance or develop and maintain quality plans and SOPs for QA initiatives including program quality, service quality and data quality standards
• Maintain high service quality by collaborating with Operations to assess performance data and develop action plans
• Interpret and promote knowledge management standards and best practices

Skills

Quality assurance

Reporting & analytics

MS Excel

MS Office

Google Workspace

Blended campaigns

Onsite work

Shift work

Education

Bachelor’s degree

Tools

Quality tools

Job description

TRANSCOSMOS ASIA PHILIPPINES, INC. is hiring a Quality Analyst to support the daily operations of our QA team. The role emphasizes data-driven reporting, KPI tracking, and ensuring quality standards across voice, chat, and email channels.

You will work onsite in Taguig with a shifting schedule and weekend/holiday shifts, collaborating with operations to drive continuous improvement and measurable service quality.