Quality Analyst – Customer Service Operations – Cebu, Philippines

Fusion BPO Services Ltd; Cebu City; On-site; PHP 201,000 - 357,000; Full time

Benefits offered by this job

Career growth opportunities

Collaborative workplace

Exposure to QA frameworks

Job summary

A growing BPO company in Cebu is seeking a Quality Analyst to monitor customer interactions and drive continuous improvement initiatives. This role requires a minimum High School Diploma and experience in quality assurance or call monitoring. The ideal candidate will possess strong analytical and communication skills, along with a keen attention to detail. You will work to enhance service quality and facilitate performance coaching within a fast-paced environment. Join us for growth opportunities in quality management.

Qualifications

• Experience in BPO quality assurance, call monitoring, or transaction auditing preferred.
• Strong understanding of quality frameworks, QA scorecards, and audit processes.
• Excellent coaching and mentoring skills.
• Strong analytical abilities with capability to conduct root cause analysis.
• Excellent verbal and written communication skills; proficient with MS Office and dashboards.

Responsibilities

• Monitor customer transactions based on quality guidelines.
• Conduct quality evaluations of customer interactions.
• Coach and mentor team members to improve performance.
• Participate in team huddles and share quality performance updates.
• Prepare and implement quality assurance policies and monitoring frameworks.
• Conduct inspections, audits, and compliance checks across processes.
• Perform root cause analysis to identify service gaps and recommend improvements.
• Support continuous improvement initiatives to boost quality and efficiency.
• Ensure process compliance with operational and quality standards.
• Provide timely reports, dashboards, and updates to stakeholders.
• Coach and mentor team members to improve quality scores and performance.

Skills

Coaching

Analytical skills

Communication skills

Analytical skills

Verbal and written communication

Education

High School Diploma

Tools

MS Office (Excel)

Reporting dashboards

Job description

Are you searching for Cebu jobs in the BPO industry or looking for quality assurance jobs in Cebu? Fusion CX is hiring in Cebu for the role of Quality Analyst – Customer Service Operations. This opportunity is ideal for professionals who want to build a career in call center quality assurance, performance monitoring, and process improvement within a fast-paced customer support environment. If you have experience in transaction monitoring, quality audits, and coaching advisors to improve performance, this role offers excellent exposure to BPO quality management and operational excellence.

Job Description:

About the Role

As a Quality Analyst, you will be responsible for monitoring customer interactions, evaluating service quality, and ensuring adherence to defined process standards. Your role will focus on identifying improvement opportunities, delivering structured feedback to advisors, and driving continuous improvement initiatives across customer service operations.

You will work closely with operations leaders and team members to maintain high-quality service delivery, process compliance, and customer satisfaction.

Key Responsibilities

• Monitor customer transactions and interactions based on defined quality guidelines.
• Conduct quality evaluations of calls, chats, or support interactions according to process standards.
• Provide event-based and frequency-based feedback to advisors to improve service performance.
• Participate in team huddles and share updates on quality performance metrics.
• Prepare and implement quality assurance policies and quality monitoring frameworks.
• Perform routine inspections, audits, and compliance checks across operational processes.
• Conduct root cause analysis to identify service gaps and recommend process improvements.
• Support continuous improvement initiatives to enhance service quality and operational efficiency.
• Ensure process compliance with defined operational and quality standards.
• Provide timely reports, dashboards, and quality updates to internal and external stakeholders.
• Coach and mentor team members to improve quality scores, communication skills, and performance outcomes.

Job Requirements:

• Education: Minimum High School Diploma (XII) required
• Experience in BPO quality assurance, call monitoring, or transaction auditing preferred
• Strong understanding of quality frameworks, QA scorecards, and audit processes
• Excellent coaching, mentoring, and performance improvement skills
• Strong analytical skills with the ability to conduct root cause analysis
• Excellent verbal and written communication skills
• Proficiency in MS Office tools such as Excel and reporting dashboards
• Ability to work in a fast-paced call center or customer service environment
• Strong attention to detail and compliance standards

Work Details

Location: Cebu, Philippines
Work Mode: Work From Office (WFO)
Department: Quality Assurance

Why Join Fusion CX?

If you are exploring Cebu jobs in the BPO industry or looking for quality assurance jobs in Cebu, Fusion CX offers:

• A structured environment for quality monitoring and performance improvement
• Opportunities to develop expertise in BPO quality frameworks and compliance
• Exposure to process improvement and operational excellence initiatives
• Career growth opportunities within the customer experience and quality management field
• A collaborative and performance-driven workplace

Start your career with one of the growing BPO companies hiring in Cebu and build your future in quality assurance and customer experience management with Fusion CX.