Quality Analyst (BPO)

Lean Solutions Group; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Lean Solutions Group (LSG) is seeking a Quality Analyst to monitor, evaluate, and improve the quality of customer interactions across voice, chat, email, and digital support channels. The role emphasizes coaching frontline agents, driving operational excellence, and ensuring compliance with client requirements and internal policies.

Proficiency in QA tools, CRM systems such as Salesforce and Zendesk, and Microsoft Office (Excel, Word, PowerPoint, Outlook) is valued.

Qualifications

• Education: High School Diploma required; College-level coursework or Degree preferred.

Responsibilities

• Quality Monitoring & Evaluation: Audit interactions across voice, chat, email, and digital channels against metrics (accuracy, communication, compliance, CSAT).
• Coaching & Performance Improvement: Deliver constructive feedback and team coaching with Training and Ops to close gaps.
• Reporting & Data Analysis: Track quality scores and build dashboards for supervisors and management.
• Calibration & Standard Alignment: Lead calibration to ensure consistent scoring across QA team and accounts.
• Process & Standard Development: Help design quality scorecards, guidelines, and rubrics; suggest process improvements.
• Compliance Management: Ensure adherence to client requirements, internal policies, and data privacy standards.

Skills

Communication

Active listening

Analytical thinking

Problem solving

Quality assurance

Coaching

Education

High School Diploma

College coursework or degree preferred

Tools

Salesforce

Zendesk

Excel

Word

PowerPoint

Outlook

Job description

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission

Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision

A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Job Overview

The Quality Analyst monitors, evaluates, and improves the quality of customer interactions to ensure full compliance with company standards, client requirements, and industry best practices. This role plays a vital part in elevating the customer experience, coaching front-line agents, and driving overall operational excellence across all contact channels.

Key Responsibilities

• Quality Monitoring & Evaluation: Audit customer interactions across voice, chat, email, and digital support channels. Assess agent performance against defined metrics including accuracy, communication skills, compliance, and customer satisfaction.
• Coaching & Performance Improvement: Deliver constructive, actionable feedback and coaching to support agent growth. Partner with Training and Operations teams to pinpoint skill gaps, address performance trends, and build targeted training modules.
• Reporting & Data Analysis: Track individual and team quality scores. Generate regular reports and performance dashboards for supervisors, team leads, and management.
• Calibration & Standard Alignment: Facilitate and participate in calibration sessions to maintain scoring consistency across QA team members, supervisors, and account leadership.
• Process & Standard Development: Assist in designing and refining quality scorecards, guidelines, and evaluation rubrics. Recommend continuous process improvements to boost operational efficiency and customer satisfaction.
• Compliance Management: Guarantee strict adherence to client requirements, internal policies, data privacy standards, and regulatory guidelines.

Qualifications & Requirements

• Education: High School Diploma required; College-level coursework or Degree preferred.
• Experience: Minimum 1–2 years of BPO experience, preferably in a QA, auditing, or coaching role.
• Communication & Interpersonal: Strong active listening, clear written and verbal communication, and the ability to deliver constructive feedback professionally.
• Analytical & Technical: High attention to detail, strong problem-solving abilities, and proficiency in QA tools, CRM systems (e.g., Salesforce, Zendesk), and Microsoft Office (Excel, Word, PowerPoint, Outlook).

Core Competencies

• Quality Monitoring & Audit Methodology
• Analytical Thinking & Trend Analysis
• Coaching & Feedback Delivery
• Compliance & Policy Adherence
• Data Reporting & Documentation
• Customer-First Mindset