Quality Analyst: Disputes, Investigations & Chargebacks

Ubiquity; Quezon City; On-site; PHP 268,000 - 469,000; Full time

Job summary

Ubiquity is seeking a Quality Analyst (Disputes Investigations & Chargebacks) to assess call center quality, monitor calls, emails, and chats, and ensure accuracy and policy compliance. You will help develop QA processes and provide actionable feedback to support training and operations.

The role involves coordinating calibration sessions, delivering performance insights, and contributing to customer experience improvements across shifting schedules.

Qualifications

• At least 1 year of experience in AML/KYC/FinCrime, disputes investigations, chargebacks QA.
• Familiar with QA tools, case management systems, and reporting applications to audit and monitor performance.
• 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 the 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

Data analysis

Communication skills

Process improvement

Tools

Quality assurance tools

Case management systems

Reporting applications

Job description

Ubiquity is seeking a Quality Analyst (Disputes Investigations & Chargebacks) to assess call center quality, monitor calls, emails, and chats, and ensure accuracy and policy compliance. You will help develop QA processes and provide actionable feedback to support training and operations.

The role involves coordinating calibration sessions, delivering performance insights, and contributing to customer experience improvements across shifting schedules.