Quality Analyst

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 558,000 - 781,000; Full time

Benefits offered by this job

Health coverage

Career growth

Training programs

Referral rewards

Job summary

Tech Mahindra Philippines is hiring a Sr. Associate Quality Analyst to monitor interactions, coordinate calibration and training sessions, and publish quality trends and reports.

The role involves quality coaching, maintaining CSAT targets, and driving process improvements across call center operations. The position requires strong communication, analytical skills, and proficiency in MS Office, with shifting schedules including weekends and overtime at Libis/Quezon City and Ortigas area.

Qualifications

• Excellent oral, written, and interpersonal communication skills.
• Exceptional listening and analytical abilities.
• Intermediate-level proficiency in MS Office applications.
• Strong attention to detail and accuracy in work.

Responsibilities

• Monitor all interactions (calls, emails, Salesforce logs, Excel sheets) and ensure accuracy with timely feedback to the floor.
• Coordinate and facilitate call calibration and training sessions for call center staff.
• Publish quality trends, feedback, and improvement/enhancement reports to the team.
• Conduct quality monitoring and coaching sessions.
• Deal tactfully and courteously with clients.
• Produce quality reports and dashboards such as TNI and Pareto analysis.
• Drive process improvement and ensure process compliance.
• Contribute to the development of short- and long-term process goals.
• Ensure quality and CSAT targets are consistently met.
• Drive first-call resolution and quality initiatives within the program.

Skills

Communication

Analytical skills

MS Office

Attention to detail

Job description

We’re Hiring: Sr. Associate Quality Analyst

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team

Your Day-to-Day

• Monitor all interactions (calls, emails, Salesforce logs, Excel sheets) and ensure accuracy with timely feedback to the floor.
• Coordinate and facilitate call calibration and training sessions for call center staff.
• Publish quality trends, feedback, and improvement/enhancement reports to the team.
• Conduct quality monitoring and coaching sessions.
• Deal tactfully and courteously with clients.
• Produce quality reports and dashboards such as TNI and Pareto analysis.
• Drive process improvement and ensure process compliance.
• Contribute to the development of short- and long-term process goals.
• Ensure quality and CSAT targets are consistently met.
• Drive first-call resolution and quality initiatives within the program.

What We’re Looking For

• Excellent oral, written, and interpersonal communication skills.
• Exceptional listening and analytical abilities.
• Intermediate-level proficiency in MS Office applications.
• Strong attention to detail and accuracy in work.

Work Setup

• Location: Libis, Bagumbayan, Quezon City & Ortigas, Pasig City
• Shift: Shifting schedule, including weekends, holidays, and overtime

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you.