Quality Analyst

Lean Solutions Group; Philippines; On-site; PHP 290,000 - 424,000; Full time

Job summary

Lean Solutions Group in the Philippines is seeking a Quality Analyst to monitor, evaluate, and improve the quality of customer interactions across voice, chat, and email. You will ensure compliance with client standards and drive coaching for agents.

Collaborate with Training and Ops to identify trends, develop scorecards, and calibrate scoring with leaders. This role emphasizes accuracy, customer satisfaction, and process improvements.

Qualifications

• High school diploma or equivalent; college level preferred.
• 1–2 years of BPO experience, ideally in QA or coaching.
• Strong analytical and communication abilities with attention to detail.
• Ability to provide constructive feedback professionally.

Responsibilities

• Monitor and evaluate customer interactions across voice, chat, email, or other channels.
• Assess agent performance based on accuracy, communication skills, compliance, and customer satisfaction.
• Provide coaching and actionable insights to agents for improvement.
• Track quality scores and generate reports for team leads and management.
• Collaborate with Training and Operations to identify trends and training needs.
• Participate in calibration sessions to ensure scoring consistency.
• Assist in developing quality standards, scorecards, and guidelines.
• Ensure compliance with client requirements and company policies.
• Recommend process improvements to enhance efficiency and CX.

Skills

Analytical skills

Listening skills

Communication skills

QA tools

CRM systems

MS Office

Education

High School Diploma

College-level or higher preferred

Tools

QA tools

CRM (Salesforce, Zendesk)

Microsoft Office

Job description

Job Description

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission

Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision

A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Position Description

The Quality Analyst will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure compliance with company standards, client requirements, and industry best practices. This role plays a key part in enhancing the customer experience, coaching agents, and driving operational excellence.

Functions

• Monitor and evaluate customer interactions across voice, chat, email, or other support channels.
• Assess agent performance based on accuracy, communication skills, compliance, and customer satisfaction.
• Provide constructive feedback, coaching, and actionable insights to agents for continuous improvement.
• Track quality scores and generate reports for team leads, supervisors, and management.
• Collaborate with Training and Operations teams to identify trends, skill gaps, and training needs.
• Participate in calibration sessions to ensure scoring consistency across QA team members and leadership.
• Assist in developing quality standards, scorecards, and evaluation guidelines.
• Ensure compliance with client requirements, company policies, and regulatory guidelines.
• Recommend process improvements to enhance efficiency and customer experience.

Qualifications and Requirements

• At least a High School Graduate; College level or Graduate preferred.
• Minimum 1–2 years of BPO experience, preferably in a QA or coaching role.
• Strong analytical, listening, and communication skills.
• Ability to provide clear, constructive feedback in a professional manner.
• Proficiency in using QA tools, CRM systems, and MS Office applications.
• Excellent attention to detail, time management, and organizational skills.
• Strong problem-solving abilities and a customer-first mindset.

Technical Skills

• QA tools and evaluation software
• CRM systems (e.g., Salesforce, Zendesk)
• Microsoft Office (Excel, Word, PowerPoint, Outlook)