Quality Assurance Analyst

IntouchCX; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

IntouchCX in Manila is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 performance across Voice, Email, Chat and Social channels, ensuring adherence to quality standards. You will coach CSRs, complete weekly QA and coaching reports, participate in calibration meetings, and help identify root causes to improve service quality for customers and partners.

The role emphasizes strong communication, attention to detail, and the ability to manage multiple tasks in a fast-paced contact

Qualifications

• High school diploma or equivalent (required).
• 1 year of front-line contact center experience (preferred).
• 1-2 years of Quality Assurance experience (preferred).
• Strong MS Excel, MS Word and MS Office skills (required).
• Typing speed of 30 wpm minimum with accuracy.
• Strong verbal and written communication skills, including spelling and grammar.
• Excellent organizational and time management skills.
• Ability to make fair and consistent judgments and decisions.
• Ability to multi-task under high-pressure situations.
• Ability to solve problems and offer suggestions in a positive and developmental manner.
• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls.
• Basic mathematical functions to ensure scoring accuracy.
• Ability to interact with employees at all levels and work with diverse backgrounds.
• Ability to work a variety of shifts including days, afternoons, evenings and holidays.

Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
• Complete Quality Assurance and coaching session reports on a weekly basis
• Attend and participate in meetings with supervisors and managers to review monitoring lists
• Attend and participate in partner and internal calibration meetings
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
• Report scripting problems or questions from callers to appropriate departments
• Distribute partner and company related correspondence to all CSRs/Tier 2 team members
• Perform other duties as assigned

Skills

Communication skills

Multitasking

Problem solving

Attention to detail

Time management

Adaptability

Education

High school diploma or equivalent

Tools

MS Excel

MS Word

MS Office

Job description

Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We’re changing the way people think about customer service, and we need your help!

We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

As Quality Assurance Analyst, You Will

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
• Complete Quality Assurance and coaching session reports on a weekly basis
• Attend and participate in meetings with supervisors and managers to review monitoring lists
• Attend and participate in partner and internal calibration meetings
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
• Report scripting problems or questions from callers to appropriate departments
• Distribute partner and company related correspondence to all CSRs/Tier 2 team members
• Perform other duties as assigned

As Quality Assurance Analyst, You Have

• High school diploma or equivalent (required)
• 1 year of front-line contact center experience (preferred)
• 1-2 years of Quality Assurance experience (preferred)
• Intermediate knowledge of MS Excel, MS Word and MS Office (required)
• Ability to type 30 wpm minimum with accuracy
• Strong verbal and written communication skills, including spelling and grammar
• Excellent organizational and time management skills
• Ability to make fair and consistent judgments and decisions
• Ability to multi-task under high-pressure situations
• Ability to solve problems and offer suggestions in a positive and developmental manner
• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
• Ability to perform basic mathematical functions to ensure scoring accuracy
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Ability to work a variety of shifts including days, afternoons, evenings and holidays