Quality Analyst (BPO)

Private Advertiser; Makati; On-site; PHP 335,000 - 580,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

HMO coverage Day 1

Leadership growth

Job summary

Private Advertiser is seeking a Quality Analyst to drive operational excellence across multi-channel support. You will audit and evaluate customer interactions, coach frontline agents, and develop dashboards for leadership to track performance.

Join a collaborative BPO environment in Makati with clear career progression, competitive pay, and strong emphasis on data privacy and regulatory compliance. If you have 1–2 years in QA or coaching roles, apply to shape frontline service quality.

Qualifications

• 1–2 years of BPO experience, preferably in QA, auditing, or coaching.
• High School Diploma required; college degree or coursework is a plus.
• Excellent listening and written/verbal communication; proficient with QA tools and CRM.

Responsibilities

• Audit and evaluate customer interactions across voice, chat, email, and digital channels.
• Coach and develop frontline agents with actionable feedback and partner with Training & Ops teams.
• Analyze and report performance metrics; build dashboards for account leadership.
• Align standards through calibration sessions to ensure scoring consistency across teams.
• Optimize QA scorecards, rubrics, and workflows to boost operational efficiency.
• Ensure compliance with client requirements, data privacy standards, and regulatory guidelines.

Skills

Attention to detail

Problem solving

Customer focus

Communication

Education

High School Diploma

College coursework encouraged

Tools

QA monitoring tools

Salesforce

Zendesk

MS Office

Job description

Quality Analyst | Drive Operational Excellence & Coach Frontline Teams

Job Type: Full-Time

Industry: Call Center / BPO / Operations

Why Join Us?

Are you a BPO professional with an eye for detail and a passion for helping others succeed? As a Quality Analyst, you won’t just be scoring calls—you will be an essential driver of agent growth, customer satisfaction, and operational success.

We offer a collaborative environment, clear career progression, and the chance to directly influence front-line customer experience across multi-channel support operations.

What You Will Do

• Audit & Evaluate: Monitor customer interactions across voice, chat, email, and digital channels to maintain top-tier service standards.

• Coach & Develop: Deliver actionable, constructive feedback to frontline agents and partner with Training & Ops teams to bridge skill gaps.

• Analyze & Report: Track team quality metrics and build insightful performance dashboards for account leadership.

• Align Standards: Lead and participate in regular calibration sessions to ensure scoring consistency across teams.

• Optimize Processes: Help refine QA scorecards, rubrics, and workflows to boost operational efficiency.

• Ensure Compliance: Guarantee strict adherence to client requirements, data privacy standards, and regulatory guidelines.

What We Are Looking For

• Work Experience: At least 1–2 years of BPO experience, preferably in a QA, auditing, or coaching capacity.

• Education: High School Diploma required; College degree or coursework is a plus.

• Communication Skills: Excellent active listening skills combined with strong written and verbal communication.

• Technical Proficiency: Familiarity with QA monitoring tools, CRM platforms (e.g., Salesforce, Zendesk), and MS Office (Excel, Word, PowerPoint).

• Core Strengths: High attention to detail, strong problem-solving skills, and a true customer-first mindset.

Perks & Benefits

• Competitive salary package + performance incentives

• Comprehensive HMO coverage starting [Day 1 / After Probation]

• Clear pathways for internal mobility and leadership growth

• Supportive, team-oriented work environment