Quality Analyst

Tap Growth ai; Iloilo City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Ubiquity seeks a Quality Analyst to assess the quality of call center performance, monitor calls, emails, and chats, and ensure adherence to policies. You will contribute to developing quality processes and partner with training and operations to drive customer satisfaction.

The role focuses on monitoring demeanor, technical accuracy, and customer service outcomes, with responsibilities in data analysis, calibration sessions, and weekly/ monthly business reviews. Shift schedules are required.

Qualifications

• 1 year of working experience with Quality
• Strong English verbal and written communication skills
• Strategic in developing solutions and process improvements
• Able to work on shifting schedules (Day, Mid, Night)

Responsibilities

• 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 track performance.
• Performs monitors of call, chat and email responses as needed.
• Provides feedback to call center team leaders and managers.
• Supports operations and training teams with refreshers and escalations.

Skills

Quality assurance

Quality monitoring

Call center experience

English communication

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn't just a philosophy it's the foundation of who we are and what we do. As aQuality Analyst,you'll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

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 call and potential emails or chat responses (as needs rise within the company) 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's 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.

What We’re Looking For:

• 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)

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.