Quality Analyst

Proselect Management Inc; Cebu City; On-site; PHP 334,800 - 502,200; Full time

Job summary

A well-established management consulting firm in Cebu City is seeking a qualified Quality Analyst to ensure quality standards within call center sales operations. The successful candidate will monitor agent calls, provide feedback, and mentor agents to improve performance. Strong analytical skills and a background in quality monitoring are essential. This role offers the opportunity to enhance customer experiences and contribute to team success.

Qualifications

• 2–4 years of overall experience in a relevant field.
• 1–2 years of experience in a QA role within a call center sales environment.
• Strong client communication skills.

Responsibilities

• Monitor and evaluate agent calls for quality standards.
• Provide actionable feedback to agents.
• Mentor and guide agents in their development.
• Collaborate with internal teams to align quality targets.

Skills

Analytical skills

Communication

Coaching

Attention to detail

Sales process understanding

Job description

Job Title: Quality Analyst

Experience: 2–4 years overall, with 1–2 years of experience in quality monitoring and feedback within a call center sales domain

We are seeking a highly skilled Quality Analyst to join our team and support our call center sales operations. The ideal candidate has a strong background in quality monitoring, agent coaching, and process improvement. This role will be responsible for evaluating customer interactions, identifying gaps, and providing actionable feedback to enhance performance and customer experience.

Key Responsibilities

• Monitor and evaluate agent calls to ensure quality standards and sales compliance are consistently met.
• Provide timely, constructive, and actionable feedback to agents to support performance improvement
• Mentor and guide agents, helping them strengthen communication, sales approach, and process adherence.
• Act as a Subject Matter Specialist (SMS) for sales processes, customer handling, and quality guidelines.
• Participate in client-led teleconferences and meetings, providing insights and updates related to quality metrics and findings.
• Take ownership of escalations and operational issues, ensuring timely resolution and documentation.
• Collaborate with internal teams to align on quality targets, improvement plans, and customer requirements.
• Plan, prioritize, and organize tasks effectively, ensuring all deliverables and client communications are managed efficiently.

Essential Skills & Qualifications

• 2–4 years of overall experience, including 1–2 years in a QA role within a call center sales environment
• Strong analytical and listening skills with the ability to identify performance gaps
• Excellent communication and coaching abilitiesAbility to mentor agents and deliver quality feedback professionally and clearly
• Strong understanding of sales processes, customer service, and quality metrics
• Proactive, organized, and detail-oriented
• Ability to work well under pressure and manage multiple priorities
• Strong client communication skills with the ability to present findings and recommendations effectively