Quality Analyst

Virtual Staffing Solutions OPC; Cebu City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Virtual Staffing Solutions OPC in Cebu City, Philippines, is seeking a dedicated Quality Analyst to join our team. This role targets candidates with a BPO background and at least 1 year of external experience; internal candidates must have regularised status and at least 6 months with VSS.

You will monitor programs for quality, produce audits, and deliver actionable insights to improve performance. You will facilitate call calibrations, provide agent feedback, and participate in weekly TQA

Qualifications

• Minimum of 2 year experience in a BPO environment.
• 2-3 years experience in CSR.
• Excellent communication and strong analytical skills.
• Proven ability to analyze data and provide constructive feedback.
• Familiarity with quality assurance methodologies and tools is a plus.

Responsibilities

• Conduct quality monitoring and audits of programs to ensure compliance and performance standards.
• Provide actionable quality insights and generate regular reports on completed audits.
• Facilitate call calibrations, deliver agent feedback, and lead team huddles.
• Actively participate in weekly and bi-weekly TQA reviews and readouts to discuss performance metrics and quality initiatives.

Skills

Communication skills

Analytical skills

Data analysis

BPO experience

Tools

Quality assurance tools

Job description

Overview: We are seeking a dedicated Quality Analyst to join our team. This role is open to external candidates with a BPO background of at least 1 year. Internal candidates must have regularised status and at least 6 months of tenure with VSS.

Key Responsibilities:

• Conduct quality monitoring and audits of programs to ensure compliance and performance standards.

• Provide actionable quality insights and generate regular reports on completed audits.

• Facilitate call calibrations, deliver agent feedback, and lead team huddles.

• Actively participate in weekly and bi-weekly TQA reviews and readouts to discuss performance metrics and quality initiatives.

Qualifications:

• Minimum of 2 year experience in a BPO environment.

• 2-3 years experience in CSR

• Excellent communication and strong analytical skills.

• Proven ability to analyze data and provide constructive feedback.

• Familiarity with quality assurance methodologies and tools is a plus.

Reporting Structure:

• Reports directly to the Quality Manager.