Quality Analyst (BPO)

BEAWESOME, INC.; Davao City; On-site; PHP 350,000 - 520,000; Full time

Job summary

Awesome CX by Transcom is seeking a Quality Analyst for our Davao site. You will partner with team leads, identify performance gaps, and close them through training, reporting, and action plans. The role focuses on quality guidelines, accurate scoring, and continuous improvement across service channels.

You will monitor agent KPIs, drive coaching, and contribute to weekly HQ reports. The position requires hands-on collaboration with frontline operations and a proactive mindset to lift overall

Qualifications

• Proven experience in a quality analyst role within a contact center or BPO environment.
• Strong understanding of customer service KPIs, quality metrics and performance management.
• Excellent communication, coaching and training facilitation skills.

Responsibilities

• Quality auditing of emails, chats and other channels with fair, standards-aligned scoring.
• Conduct calibration sessions with HQ, ACX leadership, and agents to align quality expectations.
• Monitor agent KPIs (CSAT, SLA compliance) and provide actionable coaching and feedback.

Job description

Quality Analyst (BPO)

Awesome CX by Transcom is looking for talented individuals like you to join our Awesome Team! Be a Quality Analyst for our Awesome CX by Transcom Davao site. This role will focus on partnering closely with team leads, identify performance gaps, and take ownership of closing them through consistent training, accurate reporting, and follow-through on action plans.

Join our Awesome CX by Transcom Family as a Quality Analyst!

Key Responsibilities

Quality Auditing and Feedback:

• Create, implement, and clearly communicate quality guidelines and processes for the account

• Conduct accurate, consistent scoring of emails, chats, and other service channels, ensuring all evaluations are fair and aligned with standards

• Conduct regular calibration sessions with HQ team, ACX leadership, and agents to maintain alignment on quality expectations

Performance Coaching and KPI Management:

• Proactively monitor agent KPIs, including CSAT, SLA compliance, and accuracy in handling top case types, ensuring measurable improvements are achieved

• Partner with team leads to align on agent progress, follow up on action items, and hold agents accountable for improvement

• Contribute to weekly reports with HQ leaders and ACX team leads to assess performance volume, quality trends, and department needs

Process Improvement and Reporting:

• Proactively identify trends, recurring issues, and opportunities for improvement to increase efficiency and accuracy, and escalates to leadership with actionable recommendations

• Provide HQ with a clear weekly performance summary outlining audit findings, progress against KPIs, major trends, and next-step action items

• Collaborate with leads and leadership to ensure process changes are rolled out effectively and reinforced over time

What we are looking for:

To be successful in this role you must...

• Proven experience as a Quality Analyst in a contact center environment

• Strong understanding of customer service KPIs, quality metrics, and performance management

• Excellent communication, coaching, and training facilitation skills

• Ability to conduct accurate, unbiased scoring and maintain precise performance data

• Hands-on approach and willingness to engage directly with frontline operations

• Highly proactive mindset that anticipates challenges, addresses issues early, and consistently seeks ways to improve processes and results

• Ability to navigate multiple systems efficiently and adapt to process updates

• Desire to grow with the business and contribute to long-term success

What Life at Awesome CX by Transcom is like

Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn’t equal perks! We've got great amenities, suited to every need. You’ll be hard pressed to find a company that doesn’t say they have great culture, so what makes us different?

Wellness:

At Awesome CX by Transcom, we want to take care of our greatest assets, our people! We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.

The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.

One of our core values is “good vibes”. We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.

Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.

True to our value of “Keeping It Real” we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other’s differences, whether that is by honoring a cultural holiday or celebrating Pride month!

Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.

Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is “Do the right thing”. We take responsibility for the impact we can make on our brands, our people, and our planet.

Fun:

At Awesome CX by Transcom we work hard, we play harder! After all, what’s life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom’s cool-ture.

Work doesn’t have to be boring… We bring the fun to the workplace…

• Life size chess board

• Putting green

• Waterfalls

• Dance and yoga studio

• Pingpong tables

• Cafes

• Collaborative Workspaces

• Dog friendly

Our teams are more like family. That’s in large part due to our team building events and off-site excursions. From fun happy hours after work, to amazing sightseeing trips, there’s so much we have to offer to bond our team together.

Year-end party - honestly, we can’t even explain it. You’d have to see it to believe it. This is an unforgettable time of year for our teams to get together and celebrate their accomplishments.

Dog friendly office spaces. Our workspaces are so fun your furry friends will even want to join, and they’re welcome. Just think about it - bring your dog to work every day, everyday!

Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members’ birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face!