Quality Analyst

Movate, Inc.; Antipolo; On-site; PHP 391,000 - 614,000; Full time

Job summary

Movate, Inc. is seeking a QA Analyst to audit voice and digital interactions based on established QA rubrics, ensuring timely evaluations per agent.

You will participate in calibration sessions, align scoring with Team Leads and SMEs, and contribute QA insights to drive CSAT improvements while maintaining audit-ready documentation.

Additionally, you will track scores and trends, identify recurring issues, and collaborate with operations to refine rubrics and SOPs.

Responsibilities

• Audit voice and digital interactions based on established QA rubrics.
• Ensure timely completion of daily/weekly QA evaluations per agent.
• Provide constructive feedback to agents and Team Leads.
• Participate in bi-weekly Willow syncs and QA calibration sessions.
• Align scoring standards with Team Leads and SMEs.
• Support coaching sessions by providing QA insights and trends.
• Track QA scores and trends across teams (Team Klein, Team Kristine, Team AC).
• Identify recurring issues and recommend actionable solutions.
• Maintain QA dashboards and contribute to CSAT improvement initiatives.
• Collaborate with operations to refine QA rubrics and SOPs.
• Flag systemic issues impacting quality and customer satisfaction.
• Recommend training or refresher modules based on QA findings.
• Ensure QA documentation is complete, accurate, and audit-ready.
• Uphold data privacy and compliance standards in all evaluations.

Job description

Audit voice and digital interactions based on established QA rubrics.

Ensure timely completion of daily/weekly QA evaluations per agent.

Provide constructive feedback to agents and Team Leads.

Calibration & Coaching Support

Participate in bi-weekly Willow syncs and QA calibration sessions.

Align scoring standards with Team Leads and SMEs.

Support coaching sessions by providing QA insights and trends.

Reporting & Analysis

Track QA scores and trends across teams (Team Klein, Team Kristine, Team AC).

Identify recurring issues and recommend actionable solutions.

Maintain QA dashboards and contribute to CSAT improvement initiatives.

Process Improvement

Collaborate with operations to refine QA rubrics and SOPs.

Flag systemic issues impacting quality and customer satisfaction.

Recommend training or refresher modules based on QA findings.

Compliance & Documentation

Ensure QA documentation is complete, accurate, and audit-ready.

Uphold data privacy and compliance standards in all evaluations.