Quality Assurance

Private Advertiser; Bacoor; On-site; PHP 240,000 - 420,000; Full time

Job summary

Private Advertiser in the Philippines seeks a Quality Assurance (QA) Analyst to monitor and evaluate customer interactions, ensuring agents meet quality standards and client requirements.

The role focuses on identifying improvement areas, providing constructive feedback, and supporting training to raise service levels across calls, emails, and chat channels.

Qualifications

• Bachelor's degree in any related field (preferred but not required).
• At least 1 year of experience in the BPO industry, preferably in a Quality Assurance role.
• Strong analytical, communication, and interpersonal skills.
• Excellent attention to detail and critical-thinking abilities.
• Knowledge of quality monitoring tools, evaluation processes, and customer service standards.
• Ability to provide constructive feedback and work collaboratively with different teams.
• Proficient in Microsoft Excel.

Responsibilities

• Monitor and evaluate customer interactions, including calls, emails, and chat transactions.
• Assess agent performance based on established quality standards and evaluation criteria.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Identify performance gaps and recommend appropriate corrective actions.
• Provide timely and constructive feedback to agents to improve service quality.
• Conduct regular quality calibration sessions with Operations and Training teams.
• Prepare and submit quality reports, scorecards, and performance analyses.
• Identify recurring issues and recommend process improvements.
• Support training and coaching initiatives to enhance overall team performance.
• Ensure consistent delivery of excellent customer experience and service standards.

Skills

Analytical skills

Communication skills

Interpersonal skills

Attention to detail

Critical thinking

Feedback delivery

Time management

Collaborative

Education

Bachelor's degree (preferred)

Tools

Excel

Quality monitoring tools

Job description

Job Summary

The Quality Assurance (QA) Analyst is responsible for monitoring, evaluating, and assessing customer interactions to ensure that agents consistently meet the company's quality standards, client requirements, and performance expectations. The role focuses on identifying areas for improvement, providing constructive feedback, and helping maintain excellent customer service.

Key Responsibilities

• - Monitor and evaluate customer interactions, including calls, emails, and chat transactions.
• - Assess agent performance based on established quality standards and evaluation criteria.
• - Ensure compliance with company policies, client requirements, and operational procedures.
• - Identify performance gaps and recommend appropriate corrective actions.
• - Provide timely and constructive feedback to agents to improve service quality.
• - Conduct regular quality calibration sessions with Operations and Training teams.
• - Prepare and submit quality reports, scorecards, and performance analyses.
• - Identify recurring issues and recommend process improvements.
• - Support training and coaching initiatives to enhance overall team performance.
• - Ensure consistent delivery of excellent customer experience and service standards.

Qualifications

• - Bachelor's degree in any related field (preferred but not always required).
• - At least 1 year of experience in the BPO industry, preferably in a Quality Assurance role.
• - Strong analytical, communication, and interpersonal skills.
• - Excellent attention to detail and critical-thinking abilities.
• - Knowledge of quality monitoring tools, evaluation processes, and customer service standards.
• - Ability to provide constructive feedback and work collaboratively with different teams.
• - Proficient in Microsoft Office applications, particularly Excel.

Key Competencies

• - Analytical and Critical Thinking
• - Attention to Detail
• - Effective Communication
• - Problem-Solving Skills
• - Time Management
• - Coaching and Feedback
• - Adaptability and Teamwork

Overall Objective

To ensure consistent service quality by evaluating agent performance, identifying opportunities for improvement, and supporting operational teams in achieving customer satisfaction and business objectives.