Quality Analyst - Onsite Cebu

Virtuale Staffing; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Virtuale Staffing in Cebu City is seeking a Quality Analyst to monitor and evaluate customer interactions and transactions to ensure compliance with standards. You will prepare detailed reports and present insights to stakeholders, supporting continuous improvement and service excellence.

The role emphasizes coaching, feedback, data analysis, and collaboration with trainers to enhance performance and ensure policies are followed.

Qualifications

• At least 6 months of BPO experience; healthcare account background is a plus.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication.
• Attention to detail and organizational skills.
• Ability to multitask and manage time effectively.

Responsibilities

• Review calls and interactions to assess agent performance.
• Review compliance with business rules and provide timely feedback for improvement.
• Use QA scorecards to evaluate calls, emails, and chats.
• Provide feedback to improve performance.
• Analyze data to identify trends and recommend solutions.
• Work with trainers to develop coaching and training programs.
• Ensure compliance with company policies and regulations.
• Prepare reports on quality, performance, and trends.
• Join calibration sessions to maintain scoring consistency.

Skills

Analytical skills

Problem-solving

Verbal & written communication

Attention to detail

Time management

BPO experience

Tools

QA tools

Customer service software

Job description

JOB ROLE

The Quality Analyst is responsible for monitoring and evaluating customer interactions and operational transactions to ensure compliance with organizational and client standards. The role involves identifying areas for performance improvement, providing constructive feedback and coaching support to enhance service quality, and ensuring adherence to established processes and guidelines.

The Quality Analyst will prepare detailed reports and present actionable insights to internal stakeholders and respective clients, supporting continuous improvement initiatives and overall service excellence.

Key Responsibilities

• Review calls and interactions to assess agent performance.
• Review compliance with business rules and processes and provide timely feedback for improvement.
• Use QA scorecards to evaluate calls, emails, and chats.
• Provide feedback to improve performance.
• Analyze data to identify trends and recommend solutions.
• Work with trainers to develop coaching and training programs.
• Ensure compliance with company policies and regulations.
• Prepare reports on quality, performance, and trends.
• Join calibration sessions to maintain scoring consistency.
• Skills, Knowledge & Expertise
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication.
• Proficiency in QA tools and customer service software.
• Attention to detail and organizational skills.
• Ability to multitask and manage time effectively.
• at least 6 months of BPO experience. Background in Healthcare account is a plus.