Quality Analyst (Disputes Investigations & Chargebacks)

Ubiquity; Quezon City; On-site; PHP 300,000 - 550,000; Full time

Job summary

Ubiquity is hiring a Quality Analyst to assess the quality of call center performance and ensure adherence to policies. The role involves monitoring calls, emails, and chats, and coordinating calibration sessions to improve customer service and process adherence.

The ideal candidate has at least 1 year in AML/KYC/FinCrime-related QA, strong English communication skills, and a willingness to work rotating shifts.

Qualifications

• At least 1 year of experience in AML/KYC/FinCrime, Disputes Investigations, Chargebacks Quality Assurance, or a related field.
• Familiarity using Quality Assurance tools, case management systems, and reporting applications to conduct audits, track dispute and chargeback performance, identify quality gaps, and monitor compliance with established procedures and card network guidelines.
• Strong English verbal and written communication skills.
• Ability to develop strategic solutions and recommend process improvements.
• Willingness to work on shifting schedules (Day, Mid, and Night Shifts).

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to the site management team.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of call, chat and email responses, depending on program needs.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for internal call center staff as well as external client calibrations.
• Provides feedback to call center team leaders and managers.
• Provides support to operations and training teams as needed through refreshers, phone time, review of escalations, etc.
• Elaborates and participates in weekly, monthly and quarterly business reviews to review performance.
• Perform other duties as assigned.

Skills

Quality assurance

English proficiency

Strategic problem solving

Tools

Quality Assurance tools

Case management systems

Reporting applications

Job description

We're Hiring: Quality Analyst (R-106573)!

Quality Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound call and potential emails or chat responses (as needs rise within the company) to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience. This individual will also work closely with training and operations to provide support when needed.

What You’ll Do:

Quality Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound call and potential emails or chat responses (as needs rise within the company) to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Specific Tasks:

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to the site management team.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of call, chat and email responses, depending on program needs.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for internal call center staff as well as external client calibrations.
• Provides feedback to call center team leaders and managers.
• Provides support to operations and training teams as needed through refreshers, phone time, review of escalations, etc.
• Elaborates and participates in weekly, monthly and quarterly business reviews to review performance.
• Perform other duties as assigned.

What We’re Looking For:

• At least 1 year of experience in AML/KYC/FinCrime, Disputes Investigations, Chargebacks Quality Assurance, or a related field.
• Familiarity in using Quality Assurance tools, case management systems, and reporting applications to conduct audits, track dispute and chargeback performance, identify quality gaps, and monitor compliance with established procedures and card network guidelines.
• Strong English verbal and written communication skills.
• Ability to develop strategic solutions and recommend process improvements.
• Willingness to work on shifting schedules (Day, Mid, and Night Shifts).

Why Join Us?

• Head: Access to career development programs that help you grow professionally and personally.
• Heart: Be part of a people‑first culture that values your contributions and supports your aspirations.
• Hustle: Thrive in a dynamic, fast‑paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, experience how we bring Head, Heart, and Hustle to life every day.