Quality Analyst (BPO) - can start ASAP

VXI Global Holdings B.V. (Philippines); Pasay; On-site; PHP 400,000 - 520,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a QA Analyst to monitor quality performance in a BPO environment. You will deliver QA monitors, generate QE reports, and provide real-time feedback through side-by-side sessions while collaborating with line leadership.

You will participate in QA calibration, identify root causes of variance, and develop action plans with TLs and Global Agents. Onsite work at VXI MOA, Pasay is required, with a focus on upholding corporate values and driving

Qualifications

• Experience as BPO Quality Analyst preferred.
• Excellent communication skills.
• Willing to work onsite in Pasay (VXI MOA).

Responsibilities

• Delivers required number of QA monitors on a timely manner.
• Generates and trends weekly/monthly QE related reports.
• Performs side-by-side sessions and provide real-time feedback.
• Participates in QA Calibration and maintain 2.5% variance or lower.
• Upholds the ability to lead by successfully implementing new process.

Skills

Quality Assurance

Communication Skills

Job description

Essential Duties & Responsibilities:

• Delivers required number of QA monitors on a timely manner;

• Generates and trends weekly/monthly QE related reports

• Performs side‑by‑side sessions and provide real‑time feedback

• Participates on team meetings/huddles to share Quality and behavioral tagging trends

• Participates in QA Calibration and maintain 2.5% variance or lower.

• Works closely with the line leadership;

• Develops and delivers action plans to TLs and Global Agents.

• Skilled in pinpointing root cause/s for performance variance;

• Keeps abreast of operational changes;

• Upholds the ability to lead by successfully implementing new process;

• Upholds corporate values and expected behavior.

• Willing to support call volume when needed.

• Adheres to the schedule set by the QA SDL / QA Supervisor.

• Responsible for identifying and collecting best practices and share then with all QA

• Works closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, etc.

Requirements:

• Experience as BPO Quality Analyst is preferred

• Open to call center agent profiles with excellent communication skills

• Must be amenable to work onsite in VXI MOA, Pasay