Quality Analyst

Virtual Staffing Solutions; San Isidro; On-site; PHP 200,000 - 320,000; Full time

Job summary

Virtual Staffing Solutions in the Philippines is seeking a Quality Analyst with 1–2 years of BPO QA experience to audit customer interactions (calls, chats, emails) and drive agent performance through structured evaluation forms.

You will conduct coaching sessions, participate in calibration with internal and client teams, maintain audit logs, and track daily performance metrics, with on-site work at the Ormoc site on rotating shifts.

Qualifications

• 1–2 years hands-on experience as a Quality Analyst in a BPO setting.
• Deep understanding of QA metrics, evaluation forms, auto-fail parameters, and scoring standards.
• Strong analytical, active listening, and problem-solving skills.
• Clear written and verbal communication with strong attention to detail.

Responsibilities

• Audit customer interactions (calls, chats, emails) based on QA forms and parameters.
• Identify coaching opportunities, compliance risks, and gaps during evaluations.
• Conduct regular 1-on-1 coaching sessions to provide actionable feedback.
• Participate in calibration sessions to ensure consistent scoring with internal and client teams.
• Maintain accurate audit logs and track daily individual and team performance metrics.

Skills

QA Analyst

BPO experience

Coaching

Job description

0 - 1 Years

REGULAR

Job Description

Position Overview

In this role, you will evaluate customer interactions, monitor compliance and process adherence, and deliver constructive coaching feedback to drive agent performance.

Key Responsibilities

• Audit customer interactions (calls, chats, and emails) based on standard QA evaluation forms and parameters.
• Identify coaching opportunities, compliance risks, and procedural gaps during evaluations.
• Conduct regular 1-on-1 coaching sessions with agents to provide actionable feedback.
• Participate actively in internal and client calibration sessions to ensure scoring consistency.
• Maintain accurate audit logs and track individual and team performance metrics daily.

Qualifications

• Experience: Minimum of 1–2 years of hands-on experience as a Quality Analyst in a BPO setting.
• Deep understanding of QA metrics, evaluation forms, auto-fail parameters, and scoring standards.
• Strong analytical, active listening, and problem-solving skills.
• Clear written and verbal communication skills with strong attention to detail.
• Must be fully willing to work on-site at our Ormoc site on rotating shifts.

Job Snapshot

Updated Date

Oct 01 2026

Department

Quality

Location