Quality Analyst & Coaching Lead (Onsite Cebu)

Virtual Staffing Solutions; Cebu City; On-site; PHP 210,000 - 420,000; Full time

Job summary

Virtual Staffing Solutions in Cebu City, Philippines is seeking a Quality Analyst with 1–2 years of hands-on QA experience in a BPO setting to evaluate customer interactions and deliver coaching feedback.

You will audit calls, chats, and emails against standard QA forms, identify coaching opportunities and compliance risks, and participate in calibration sessions to ensure consistent scoring across agents. Onsite shifts required.

Qualifications

• Experience of 1–2 years as Quality Analyst in a BPO setting.
• Deep understanding of QA metrics, evaluation forms, auto‑fail parameters, and scoring standards.
• Strong analytical, active listening, and problem‑solving skills.
• Clear written and verbal communication with high attention to detail.

Responsibilities

• Audit customer interactions (calls, chats, emails) based on standard QA evaluation forms.
• Identify coaching opportunities, compliance risks, and procedural gaps during evaluations.
• Conduct regular 1-on-1 coaching sessions with agents for actionable feedback.
• Participate in calibration sessions to ensure scoring consistency.
• Maintain audit logs and track performance metrics daily.

Skills

QA metrics

Active listening

Problem solving

Communication

Attention to detail

Job description

Virtual Staffing Solutions in Cebu City, Philippines is seeking a Quality Analyst with 1–2 years of hands-on QA experience in a BPO setting to evaluate customer interactions and deliver coaching feedback.

You will audit calls, chats, and emails against standard QA forms, identify coaching opportunities and compliance risks, and participate in calibration sessions to ensure consistent scoring across agents. Onsite shifts required.