Quality Analyst: Elevate Customer Interactions & Compliance

RippedBoxStation; Philippines; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading BPO company in the Philippines is seeking a Quality Analyst (QA) to monitor customer interactions and ensure compliance with quality standards. The ideal candidate has 2-3 years of experience in quality assurance within a customer service environment, possesses strong analytical skills, and can communicate effectively. This role offers opportunities to improve service delivery and contribute to quality initiatives.

Qualifications

• Minimum 2-3 years of experience in a quality assurance or analyst role within a BPO/customer service environment.
• Strong understanding of quality assurance frameworks, call monitoring, and customer service KPIs.
• Strong verbal and written communication skills for providing feedback and reporting.

Responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards.
• Conduct regular quality audits and provide detailed reports on agent performance.
• Develop and update quality monitoring checklists, scorecards, and guidelines.

Skills

Analytical skills

Problem-solving skills

Communication skills

Education

Bachelor's degree in Business, Communications, or related field

Tools

Quality monitoring tools

CRM software

Job description

A leading BPO company in the Philippines is seeking a Quality Analyst (QA) to monitor customer interactions and ensure compliance with quality standards. The ideal candidate has 2-3 years of experience in quality assurance within a customer service environment, possesses strong analytical skills, and can communicate effectively. This role offers opportunities to improve service delivery and contribute to quality initiatives.