Quality Analyst — Onsite Night Shift with Growth

MicroSourcing; Philippines; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Competitive pay

Healthcare coverage

Dependents coverage

Paid time-off

Group life insurance

Performance bonuses

Collaborative culture

Work-life balance

Career growth

Inclusive culture

Job summary

MicroSourcing in Quezon City is seeking a Quality Analyst for our Eastwood Libis office. This onsite night-shift role focuses on monitoring calls and chats, coaching agents, and ensuring policy compliance to drive service quality.

You will analyze performance data, create action plans for improvement, participate in calibrations, and stay current with payment industry trends and Moneris products to support merchant conversations.

Qualifications

• Quality monitoring to ensure adherence to policies.
• Active coaching to improve agent performance.
• Escalation management with professional resolutions.
• Meet and exceed daily/weekly/monthly targets autonomously.
• Maintain up-to-date product knowledge for merchant conversations.

Responsibilities

• Monitor calls and chats that agents are following the account's policies and procedures.
• Coach agents based on quality performance
• Create action plans for agent improvement
• Attend internal and external calibrations
• Handle escalated customer issues as required
• Prepare reporting on order deficiencies
• Responsible for reviewing the accuracy of information input
• Responsible for achieving and exceeding performance expectations by meeting daily, weekly, and monthly input targets while operating autonomously
• Accountable for staying current with new product and market trends in the payment industry using the information as part of merchant conversations
• Responsible to acquire and maintain a working knowledge of Moneris' products and services in addition to partner solutions

Skills

Quality monitoring

Coaching & improvement

Escalation management

Performance accountability

Product knowledge

Job description

MicroSourcing in Quezon City is seeking a Quality Analyst for our Eastwood Libis office. This onsite night-shift role focuses on monitoring calls and chats, coaching agents, and ensuring policy compliance to drive service quality.

You will analyze performance data, create action plans for improvement, participate in calibrations, and stay current with payment industry trends and Moneris products to support merchant conversations.