Quality Analyst(Call Monitoring)

7th Growth Marketing; Philippines; On-site; PHP 279,000 - 390,600; Full time

Job summary

7th Growth Marketing in the Philippines is seeking a Quality Analyst to monitor phone calls for compliance and quality. The role requires good analytical and listening skills, with responsibilities including evaluating call quality and providing actionable feedback to agents. Candidates should have a basic understanding of call center operations and be available for night shifts (11:00 AM to 7:00 PM EST). Prior QA experience is a plus but not mandatory.

Qualifications

• Prior QA or call auditing experience preferred, but trainable if not.
• Basic understanding of call center operations required.

Responsibilities

• Analyze recorded and live calls to assess call quality.
• Evaluate authenticity and effectiveness of calls.
• Provide actionable feedback to agents.

Skills

Good listening and analytical skills

Strong attention to detail

Ability to provide constructive feedback

Job description

Role Overview

We are looking for a Quality Analyst responsible for monitoring and evaluating phone calls to ensure compliance with client requirements, company standards, and overall call quality.

Key Responsibilities

• Analyze recorded and live calls on a daily basis to assess overall call quality, authenticity, and effectiveness
• Identify gaps in communication, process adherence, and alignment with client guidelines
• Evaluate how genuine, engaging, and result-oriented the calls are, ensuring a natural and trustworthy conversation flow
• Provide clear, actionable feedback to agents, along with practical suggestions on how calls can be improved
• Guide agents on improving tone, pitch, objection handling, and overall conversation structure
• Maintain detailed QA reports, scorecards, and performance trackers
• Highlight any critical compliance or quality issues to management in a timely manner
• Collaborate closely with team leaders to enhance agent performance and maintain high-quality standards across the team

Requirements

• Good listening and analytical skills
• Strong attention to detail
• Basic understanding of call center operations
• Ability to provide constructive feedback
• Prior QA or call auditing experience preferred (not mandatory if trainable)
• Available to work in night shift (11:00 AM 7:00 PM EST) with a 45-minute break