Quality Analyst (QA)

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

Quality Analyst (QA)

Position: Quality Analyst (QA)
Number of hours: 40 Hrs/week
Schedule: TBD

Location: Manila, National Capital Region, Philippines

Responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with quality standards and company policies.
• Conduct regular quality audits and provide detailed reports on agent performance.
• Develop and update quality monitoring checklists, scorecards, and guidelines.
• Provide constructive feedback and coaching to agents to improve their service delivery.
• Identify trends, gaps, and areas for improvement in customer interactions.
• Collaborate with training and operations teams to enhance agent performance.
• Assist in the development and implementation of quality improvement initiatives.
• Track and report key quality metrics such as CSAT, FCR, and AHT.
• Ensure adherence to client and regulatory requirements.
• Participate in calibration sessions with stakeholders to align quality expectations.

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.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong verbal and written communication skills for providing feedback and reporting.
• Proficiency in quality monitoring tools, CRM software, and reporting tools.
• Ability to work independently and manage multiple tasks efficiently.
• Bachelor's degree in Business, Communications, or a related field is a plus.
• Residency in Bulacan, Philippines is a plus.

Preferred Skills

• Experience with Six Sigma or other process improvement methodologies.
• Knowledge of omnichannel support (voice, chat, email, social media).
• Familiarity with compliance and regulatory requirements in a customer service environment.
• Experience in solar energy is preferred.