Quality Analyst | Iloilo

Ubiquity; Iloilo; On-site; PHP 391,000 - 614,000; Full time

Job summary

Ubiquity in Iloilo, Philippines is seeking a Quality Analyst to assess the quality of our call center associates and ensure service excellence across inbound, outbound calls, emails, and chats. You will help design and implement quality standards, monitor performance, and collaborate with operations to improve the customer experience.

The role emphasizes developing quality processes, providing actionable feedback, and partnering with training to support ongoing improvements, while accommodating

Qualifications

• At least 1 year of experience in quality assurance.
• Strong English verbal and written communication skills.
• Strategic thinker with ability to develop solutions and process improvements.
• Willing to work on shifting day, mid, and night shifts.

Responsibilities

• Assess the quality of call center associates' performance.
• Monitor inbound/outbound calls, emails, and chats for accuracy and policy adherence.
• Develop and implement call center quality processes and training materials.
• Provide feedback to team leaders and participate in business reviews.
• Coordinate calibration sessions and provide data to internal support groups.
• Support operations and training teams with refreshers and escalations.

Skills

Quality

English communication

Process improvement

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As aQuality Analyst,you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

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.

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.

Specific Tasks:

• 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 monitoring 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:

• Must have at least 1 year of working experience with Quality

• Strong English verbal and written communication skills

• Strategic in developing solutions and process improvements

• Candidate should be amenable to working on Shifting Schedules (Day Shift, Mid
  Shift, Night Shift)

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.