Quality Assurance Analyst - BPO

Probe CX; Makati; On-site; PHP 180,000 - 240,000; Full time

Job summary

Probe CX in Makati is seeking a Quality Assurance Analyst to ensure that customer interactions and processes meet established quality standards. The role focuses on identifying improvement opportunities, ensuring compliance, accuracy, and efficiency across banking services.

The candidate will listen to calls, rate performance against standards, and provide actionable feedback to teams and clients. Strong problem solving, communication, and attention to detail are essential, with the ability to

Qualifications

• Minimum 6 months QA experience in a BPO.
• Willing to be assigned in Makati.
• Strong problem solving and critical thinking.
• Excellent verbal and written communication.
• Detail oriented with good multitasking.
• Self-motivated, independent and collaborative.
• Able to engage with diverse stakeholders.
• Flexible to changes and able to work under pressure.
• Proficient with MS Office and Google Suite.

Responsibilities

• Listen and rate conversations against quality standards.
• Analyse observations and provide feedback to teams and managers.
• Liaise with department heads and clients to align quality with training.
• Remediate identified opportunities and close out timely.
• Ensure reviews are cleared daily.
• Raise incidents when required.
• Conduct root cause analysis and provide insights.

Skills

QA experience

Problem solving

Communication skills

Attention to detail

Independent worker

Cross-functional teamwork

Tools

MS Office

Google Suite

Job description

Quality Assurance Analyst (QA) is responsible for ensuring that processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing improvement opportunities through quality checking to ensure compliance, accuracy, and efficiency. The focus of this role is to help improve the overall quality of banking services, mitigate risks, and maintain regulatory compliance. The role contributes to enhancing customer satisfaction, getting work right the first time, and promoting a culture of continuous improvement within the program. The quality analyst is also expected to make recommendations for enhancements to training and processes as needed.

Qualifications and Key Competencies:

• At least 6 months of QA experience in a BPO industry

• Willing to be assigned in Makati

• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction

• Excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders.

• Resourceful, able to multitask and has high attention to details

• Self-motivated and able to work independently as well as contribute to cross-functional and global teams

• Able to constructively challenge, consult and advise, whilst maintaining excellent relationships across a broad range of stakeholders.

• Flexible and has the ability to quickly adjust to frequent process and information changes

• Can work under pressure and tight deadlines

• Ability to use MS /Google suite applications (Excel, PowerPoint, Word, etc.)

Duties and responsibilities

• Listen and rate conversations held between our team members and customers against quality standards.

• Analyse the observations gathered and effectively provide feedback to the team members and their managers on the quality of their performance.

• The QA is also expected to be the point of contact and subject matter expert for specific campaigns wherein you will liaise with department heads and clients to ensure quality is aligned with training and operations.

• Ensure that opportunities identified are remediated and closed out in a timely manner.

• Ensure that all reviews provided are cleared daily.

• Ensure any incident required is raised accordingly.

• Conduct root cause analysis and provide insights.