Quality Analyst: Elevate Frontline Service & Coaching

Private Advertiser; Makati; On-site; PHP 335,000 - 580,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

HMO coverage Day 1

Leadership growth

Job summary

Private Advertiser is seeking a Quality Analyst to drive operational excellence across multi-channel support. You will audit and evaluate customer interactions, coach frontline agents, and develop dashboards for leadership to track performance.

Join a collaborative BPO environment in Makati with clear career progression, competitive pay, and strong emphasis on data privacy and regulatory compliance. If you have 1–2 years in QA or coaching roles, apply to shape frontline service quality.

Qualifications

• 1–2 years of BPO experience, preferably in QA, auditing, or coaching.
• High School Diploma required; college degree or coursework is a plus.
• Excellent listening and written/verbal communication; proficient with QA tools and CRM.

Responsibilities

• Audit and evaluate customer interactions across voice, chat, email, and digital channels.
• Coach and develop frontline agents with actionable feedback and partner with Training & Ops teams.
• Analyze and report performance metrics; build dashboards for account leadership.
• Align standards through calibration sessions to ensure scoring consistency across teams.
• Optimize QA scorecards, rubrics, and workflows to boost operational efficiency.
• Ensure compliance with client requirements, data privacy standards, and regulatory guidelines.

Skills

Attention to detail

Problem solving

Customer focus

Communication

Education

High School Diploma

College coursework encouraged

Tools

QA monitoring tools

Salesforce

Zendesk

MS Office

Job description

Private Advertiser is seeking a Quality Analyst to drive operational excellence across multi-channel support. You will audit and evaluate customer interactions, coach frontline agents, and develop dashboards for leadership to track performance.

Join a collaborative BPO environment in Makati with clear career progression, competitive pay, and strong emphasis on data privacy and regulatory compliance. If you have 1–2 years in QA or coaching roles, apply to shape frontline service quality.