Quality Analyst - Call Center - #123159

iQor, Inc.; Davao City; Presencial; PHP 180.000 - 300.000; Jornada completa

Descripción de la vacante

iQor, Inc. in the Philippines is seeking a Quality Assurance Analyst to monitor inbound and outbound interactions, auditing call recordings, and providing feedback to improve overall performance.

The role focuses on ensuring QA standards are met, collaborating with supervisors, and developing training materials to support ongoing improvement in customer interactions.

Formación

• 1+ years of call center experience.
• Strong attention to detail and communication skills.
• Ability to listen, evaluate and provide feedback effectively.

Responsabilidades

• Analyzes and audits call recordings to provide trend data to leaders.
• Provides feedback to improve performance and supports training initiatives.
• Ensures adherence to quality assurance standards and SOPs.
• Collaborates with supervisors to report performance trends and issues.
• Identifies opportunities for quality improvement across the team.
• Develops materials and process documentation to support training.

Conocimientos

Call center experience

Educación

High school diploma or equivalent

Descripción del empleo

Posted Date: 11/03/2026

We're excited you've considered to Be More with iQor. From Customer Interactions to Product Support, we'll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let's get started!

Job Summary:

Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs

Responsibilities:

• Analyzes and audits call recordings (both inbound and outbound) in order to provide trend data and feedback to call center team leaders and senior management.
• Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
• Ensures the call center agents adhere to pre-determined quality assurance standards and the business’s standard operating procedures
• Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.
• Identify and support other opportunities for quality improvement across the team.
• Develop materials and process documentation to support training, as needed.
• Performs other duties as assigned.

Skills Requirements:

• 1 or more years of call center experience.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.