Quality Analyst — Call Center Excellence

Ubiquity; Iloilo; On-site; PHP 391,000 - 614,000; Full time

Job summary

Ubiquity in Iloilo, Philippines is seeking a Quality Analyst to assess the quality of our call center associates and ensure service excellence across inbound, outbound calls, emails, and chats. You will help design and implement quality standards, monitor performance, and collaborate with operations to improve the customer experience.

The role emphasizes developing quality processes, providing actionable feedback, and partnering with training to support ongoing improvements, while accommodating

Qualifications

• At least 1 year of experience in quality assurance.
• Strong English verbal and written communication skills.
• Strategic thinker with ability to develop solutions and process improvements.
• Willing to work on shifting day, mid, and night shifts.

Responsibilities

• Assess the quality of call center associates' performance.
• Monitor inbound/outbound calls, emails, and chats for accuracy and policy adherence.
• Develop and implement call center quality processes and training materials.
• Provide feedback to team leaders and participate in business reviews.
• Coordinate calibration sessions and provide data to internal support groups.
• Support operations and training teams with refreshers and escalations.

Skills

Quality

English communication

Process improvement

Job description

Ubiquity in Iloilo, Philippines is seeking a Quality Analyst to assess the quality of our call center associates and ensure service excellence across inbound, outbound calls, emails, and chats. You will help design and implement quality standards, monitor performance, and collaborate with operations to improve the customer experience.

The role emphasizes developing quality processes, providing actionable feedback, and partnering with training to support ongoing improvements, while accommodating