Quality Assurance Analyst

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 391,000 - 580,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking a Quality Assurance Analyst to help improve customer experience across voice, email, and chat channels. You will monitor interactions, assess documentation quality, and ensure compliance with client standards.

The role requires 2–3 years in a BPO QA environment, RCA experience, and strong analytical and communication skills. A flexible schedule including weekends may be required.

Qualifications

• 2–3 years of experience as a Quality Assurance Analyst in a BPO environment.
• Experience monitoring voice, email, and chat interactions.
• Experience conducting Root Cause Analysis (RCA).
• Strong knowledge of QA methodologies, quality tools, and evaluation techniques.
• Proficient in MS Office applications (Word, Excel, PowerPoint).
• Excellent analytical, organizational, and problem-solving skills.
• Strong verbal and written communication skills.
• Able to manage multiple priorities in a fast-paced environment.
• Highly detail-oriented with good judgment and decision-making.
• Customer-focused with commitment to quality and compliance.
• Resourceful, proactive, and able to work independently.
• Flexible schedule, including weekends when required.

Responsibilities

• Monitor and evaluate interactions across voice, email, and chat channels.
• Assess quality and accuracy of case documentation and data entry.
• Ensure interactions comply with standards, client requirements, and quality expectations.
• Identify performance trends and provide actionable insights to operations and management.
• Conduct quality evaluations and provide feedback to Team Leaders and CSRs.
• Facilitate calibration sessions for consistent scoring.
• Perform RCA and recommend process improvements to enhance CX and efficiency.
• Prepare and present daily, weekly, and monthly QA reports with scores and trends.
• Participate in continuous improvement initiatives and quality programs.
• Perform other related duties as assigned.

Skills

QA methodologies

Quality tools

Performance evaluation

Microsoft Office

Word

Excel

PowerPoint

Analytical skills

Communication skills

Detail oriented

Problem solving

Multitasking

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Quality Assurance Analyst (BPO | Voice, Email & Chat)

Join our team and help drive service excellence!

We are looking for an experienced Quality Assurance Analyst who is passionate about improving customer experience, ensuring operational excellence, and coaching teams toward high performance. If you have a keen eye for detail, strong analytical skills, and solid BPO QA experience, we'd love to hear from you.

What You'll Do

As a Quality Assurance Analyst, you will play a key role in maintaining and improving service quality by:

• Monitor and evaluate customer interactions across voice, email, and chat channels.

• Assess the quality and accuracy of case documentation and data entered into internal systems.

• Ensure customer interactions comply with company standards, client requirements, and quality expectations.

• Identify performance trends and provide actionable insights to Operations and Management.

• Conduct quality evaluations and provide timely, constructive feedback to Team Leaders and Customer Service Representatives.

• Facilitate calibration sessions to ensure consistency in quality standards and scoring.

• Perform Root Cause Analysis (RCA) and recommend process improvements to enhance customer experience and operational efficiency.

• Prepare and present daily, weekly, and monthly QA reports, including quality scores, trends, defects, and performance analysis.

• Participate in continuous improvement initiatives, quality programs, and process enhancement projects.

• Perform other related duties as assigned.

What We're Looking For

Qualifications

• At least 2–3 years of experience as a Quality Assurance Analyst in a BPO environment

• Proven experience monitoring voice, email, and chat interactions

• Experience conducting Root Cause Analysis (RCA)

• Strong knowledge of QA methodologies, quality tools, and performance evaluation techniques

• Proficient in Microsoft Office applications, particularly Word, Excel, and PowerPoint

• Excellent analytical, organizational, and problem-solving skills

• Strong verbal and written communication skills

• Able to manage multiple priorities in a fast-paced environment

• Highly detail-oriented with excellent judgment and decision-making skills

• Customer-focused with a strong commitment to quality and compliance

• Resourceful, proactive, and capable of working independently

• Comfortable working on a flexible schedule, including weekends when required

Preferred Qualifications

• Experience supporting Healthcare accounts is an advantage.

• Certifications in Quality Management, Quality Auditing, Six Sigma, Lean, Facilitation Skills, or related disciplines are highly desirable.

• Experience using quality monitoring systems and reporting tools.

Why Join Us?

• Opportunity to make a direct impact on customer experience and operational excellence

• Collaborative and supportive work environment

• Career growth and development opportunities

• Be part of a high-performing team that values quality, continuous improvement, and innovation

If you're ready to bring your QA expertise to a dynamic and growing organization, and help us raise the standard of customer experience.