Quality Analyst - Audits, Feedback & Compliance

Virtual Staffing Solutions; Cebu City; On-site; PHP 260,000 - 420,000; Full time

Job summary

Virtual Staffing Solutions is seeking a Quality Analyst (QA) to monitor, evaluate, and improve service quality across calls, chats, and emails. The role ensures adherence to client requirements and internal standards while driving continuous improvement and customer satisfaction.

The QA will conduct audits, evaluate agent performance, provide structured feedback, and collaborate with Operations and Training to raise quality and efficiency across the team.

Qualifications

• Experience handling a BPO account in a voice or non-voice environment.
• Strong attention to detail and analytical skills.
• Good verbal and written communication skills.
• Strong listening and comprehension skills.
• Comfortable providing structured and objective feedback.
• Proficient in MS Office tools, especially Excel, for reporting and analysis.
• High level of integrity and ability to handle confidential information.

Responsibilities

• Conduct regular quality audits of calls, chats, emails, and/or transactions based on defined quality standards.
• Evaluate agent performance for accuracy, compliance, customer experience, and process adherence.
• Ensure compliance with company policies, client requirements, and operational guidelines.
• Provide detailed and constructive feedback to agents and team leads to improve performance.
• Identify trends, root causes, and recurring quality gaps; recommend corrective and preventive actions.
• Prepare and share quality reports and scorecards with stakeholders.
• Participate in calibration sessions with clients and internal teams to ensure scoring alignment.
• Support training and refresher sessions by sharing quality insights and best practices.
• Collaborate with Operations, Training, and relevant teams to improve overall performance.
• Assist during internal and external audits and client reviews.

Skills

BPO experience

Attention to detail

Communication skills

Listening skills

Feedback delivery

Excel reporting

Data confidentiality

Tools

MS Excel

Job description

Virtual Staffing Solutions is seeking a Quality Analyst (QA) to monitor, evaluate, and improve service quality across calls, chats, and emails. The role ensures adherence to client requirements and internal standards while driving continuous improvement and customer satisfaction.

The QA will conduct audits, evaluate agent performance, provide structured feedback, and collaborate with Operations and Training to raise quality and efficiency across the team.