Quality Assurance Analyst

Probe Group; Quezon City; On-site; PHP 391,000 - 725,000; Full time

Job summary

Probe Group in Manila is seeking a Quality Analyst to monitor and evaluate customer interactions across calls, emails, and chats, ensuring high standards of service. You will collect and analyze KPI data, prepare clear reports for stakeholders, and coach agents to improve performance and customer outcomes.

The role emphasizes adherence to quality standards, regulatory compliance, and collaboration with Training and Operations to drive continuous improvement.

Qualifications

• Experience in quality assurance and KPI tracking.

Responsibilities

• Listen to and evaluate customer interactions (calls, emails, chats) to assess service quality.
• Collect, analyze, and interpret KPI data such as first-contact resolution and customer satisfaction.
• Prepare and present reports on quality performance to stakeholders.
• Provide coaching to agents on performance and development opportunities.
• Ensure that quality standards and procedures are followed by agents, and provide guidance on quality-related issues.
• Monitor and ensure compliance with regulatory requirements, industry standards, and company policies.
• Collaborate with other departments, such as training and operations, to ensure alignment and effective implementation of quality initiatives.

Skills

Quality Monitoring

Data Analysis

Reporting

Coaching

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

• Quality Monitoring: Listen to and evaluate customer interactions (calls, emails, chats) to assess the quality of service delivered by agents.
• Data Analysis: Collect, analyze, and interpret data on KPIs such as first-call resolution, customer satisfaction, and agent performance.
• Quality Reporting: Prepare and present reports on quality performance to stakeholders, highlighting trends, strengths, and areas for improvement.
• Agent Feedback and Coaching: Provide constructive feedback and coaching to agents on their performance, highlighting areas for improvement and suggesting development opportunities.
• Quality Standards: Ensure that quality standards and procedures are followed by agents, and provide guidance on quality-related issues.
• Compliance: Monitor and ensure compliance with regulatory requirements, industry standards, and company policies.
• Collaboration: Work closely with other departments, such as training and operations, to ensure alignment and effective implementation of quality initiatives.