Quality Analyst

Ubiquity; Bacolod; On-site; PHP 200,880 - 312,480; Full time

Job summary

Ubiquity is seeking a Quality Analyst to assess the performance of our call center associates who handle customers. The QA will monitor inbound calls, emails, and chats to evaluate demeanor, technical accuracy, and adherence to company policies.

This role supports development of quality processes, assists training and operations, and provides actionable feedback. You will participate in calibration sessions and reviews to drive customer experience improvements across shifts.

Qualifications

• Minimum 1 year of experience in quality assurance.
• Strong English verbal and written communication skills.
• Ability to develop solutions and improve processes.
• Willing to work on shifting schedules (Day/Mid/Night).

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Monitors calls, chats, or emails to assess performance.
• Provides actionable data to support groups and site management.
• Coordinates calibration sessions for internal staff and clients.
• Supports training and operations with refresher activities and escalations.
• Participates in periodic business reviews to discuss performance.

Skills

Quality assurance

Call monitoring

English communication

Process improvement

Job description

Quality Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers.

The QA will monitor inbound and outbound calls and potential emails or chat responses (as needed) to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience. This individual will also work closely with training and operations to provide support when needed.

Specific Tasks:

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to the site management team.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of call, chat and email responses, depending on program needs.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for internal call center staff as well as external client calibrations.
• Provides feedback to call center team leaders and managers.
• Provides support to operations and training teams as needed through refreshers, phone time, review of escalations, etc.
• Elaborates and participates in weekly, monthly and quarterly business reviews to review performance.
• Perform other duties as assigned.

Knowledge, Skill Set & Qualifications Required:

• Must have at least 1 year of working experience with Quality.
• Strong English verbal and written communication skills.
• Strategic in developing solutions and process improvements.
• Candidate should be amenable to work on Shifting Schedules (Day Shift, Mid Shift, Night Shift).