Quality Analyst: Elevate Customer Experience in BPO

Lean Solutions Group; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Lean Solutions Group (LSG) is seeking a Quality Analyst to monitor, evaluate, and improve the quality of customer interactions across voice, chat, email, and digital support channels. The role emphasizes coaching frontline agents, driving operational excellence, and ensuring compliance with client requirements and internal policies.

Proficiency in QA tools, CRM systems such as Salesforce and Zendesk, and Microsoft Office (Excel, Word, PowerPoint, Outlook) is valued.

Qualifications

• Education: High School Diploma required; College-level coursework or Degree preferred.

Responsibilities

• Quality Monitoring & Evaluation: Audit interactions across voice, chat, email, and digital channels against metrics (accuracy, communication, compliance, CSAT).
• Coaching & Performance Improvement: Deliver constructive feedback and team coaching with Training and Ops to close gaps.
• Reporting & Data Analysis: Track quality scores and build dashboards for supervisors and management.
• Calibration & Standard Alignment: Lead calibration to ensure consistent scoring across QA team and accounts.
• Process & Standard Development: Help design quality scorecards, guidelines, and rubrics; suggest process improvements.
• Compliance Management: Ensure adherence to client requirements, internal policies, and data privacy standards.

Skills

Communication

Active listening

Analytical thinking

Problem solving

Quality assurance

Coaching

Education

High School Diploma

College coursework or degree preferred

Tools

Salesforce

Zendesk

Excel

Word

PowerPoint

Outlook

Job description

Lean Solutions Group (LSG) is seeking a Quality Analyst to monitor, evaluate, and improve the quality of customer interactions across voice, chat, email, and digital support channels. The role emphasizes coaching frontline agents, driving operational excellence, and ensuring compliance with client requirements and internal policies.

Proficiency in QA tools, CRM systems such as Salesforce and Zendesk, and Microsoft Office (Excel, Word, PowerPoint, Outlook) is valued.