QA Specialist | Quality & Process Coach

Offshore Business Processing; Pasig; On-site; PHP 300,000 - 450,000; Full time

Job summary

Offshore Business Processing in Ortigas/Cubao is seeking a QA Analyst with at least 2 years in a BPO setting to monitor staff performance, provide actionable feedback, and drive continuous quality improvements. You will evaluate progress, conduct monitoring sessions, and ensure adherence to QA policies.

A degree is required, and you must be able to work on shifting schedules, including holidays. Proficiency with MS Office and Visio is preferred, along with strong communication and teamwork

Qualifications

• At least 2 years of work experience in a BPO setting as a Quality Analyst
• Strong organizational, interpersonal and time management skills
• Familiarity with Operational Excellence, Continuous/Process Improvement and Total Quality Management concepts
• Knowledgeable in doing Root Cause Analysis
• Excellent written and oral communication skills
• Willing to work on shifting schedules including holidays
• Proficient in Microsoft Word, PowerPoint, Excel and Visio

Responsibilities

• Monitor assigned staff/operators and provide feedback on areas needing improvement
• Evaluate progress of staff performance and quality
• Conduct monitoring sessions and communicate changes based on client feedback
• Ensure QA policies and procedures are communicated and followed
• Troubleshoot low performing programs and suggest improvements
• Participate in calibration sessions to align QA guidelines
• Complete required reporting and finalize audit updates and errors
• Maintain quality files for agents and QA documentation
• Perform other duties as assigned

Skills

Quality Assurance

Root Cause Analysis

Process Improvement

Time Management

Communication skills

Team player

Education

Bachelor's Degree

Tools

MS Office

Visio

Job description

Offshore Business Processing in Ortigas/Cubao is seeking a QA Analyst with at least 2 years in a BPO setting to monitor staff performance, provide actionable feedback, and drive continuous quality improvements. You will evaluate progress, conduct monitoring sessions, and ensure adherence to QA policies.

A degree is required, and you must be able to work on shifting schedules, including holidays. Proficiency with MS Office and Visio is preferred, along with strong communication and teamwork