QA Analyst – Voice, Email & Chat | BPO Excellence

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 391,000 - 580,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking a Quality Assurance Analyst to help improve customer experience across voice, email, and chat channels. You will monitor interactions, assess documentation quality, and ensure compliance with client standards.

The role requires 2–3 years in a BPO QA environment, RCA experience, and strong analytical and communication skills. A flexible schedule including weekends may be required.

Qualifications

• 2–3 years of experience as a Quality Assurance Analyst in a BPO environment.
• Experience monitoring voice, email, and chat interactions.
• Experience conducting Root Cause Analysis (RCA).
• Strong knowledge of QA methodologies, quality tools, and evaluation techniques.
• Proficient in MS Office applications (Word, Excel, PowerPoint).
• Excellent analytical, organizational, and problem-solving skills.
• Strong verbal and written communication skills.
• Able to manage multiple priorities in a fast-paced environment.
• Highly detail-oriented with good judgment and decision-making.
• Customer-focused with commitment to quality and compliance.
• Resourceful, proactive, and able to work independently.
• Flexible schedule, including weekends when required.

Responsibilities

• Monitor and evaluate interactions across voice, email, and chat channels.
• Assess quality and accuracy of case documentation and data entry.
• Ensure interactions comply with standards, client requirements, and quality expectations.
• Identify performance trends and provide actionable insights to operations and management.
• Conduct quality evaluations and provide feedback to Team Leaders and CSRs.
• Facilitate calibration sessions for consistent scoring.
• Perform RCA and recommend process improvements to enhance CX and efficiency.
• Prepare and present daily, weekly, and monthly QA reports with scores and trends.
• Participate in continuous improvement initiatives and quality programs.
• Perform other related duties as assigned.

Skills

QA methodologies

Quality tools

Performance evaluation

Microsoft Office

Word

Excel

PowerPoint

Analytical skills

Communication skills

Detail oriented

Problem solving

Multitasking

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

INTELEGENCIA BPO LLC CORP. is seeking a Quality Assurance Analyst to help improve customer experience across voice, email, and chat channels. You will monitor interactions, assess documentation quality, and ensure compliance with client standards.

The role requires 2–3 years in a BPO QA environment, RCA experience, and strong analytical and communication skills. A flexible schedule including weekends may be required.