Quality Assurance Analyst - Call Center Excellence

Alorica; Davao City; On-site; PHP 201,000 - 357,000; Full time

Job summary

Alorica in the Philippines is seeking a Quality Assurance Associate to evaluate, document, and report the quality of agent customer interactions. You will provide specific feedback and participate in calibrations to ensure client requirements are met.

The role emphasizes coaching support, observation documentation, and adherence to confidentiality. Responsibilities include monitoring calls and transactions, supporting supervisor coaching, and maintaining quality standards across programs.

Qualifications

• Two years university education and two years work experience, or a Bachelor's degree.
• Prior call center/BPO experience preferred.
• Strong reliability, confidentiality, and organization.

Responsibilities

• Evaluate and report the quality of agent interactions against client standards.
• Provide feedback to supervisors and assist coaching.
• Complete required number of quality reviews for each agent.
• Document observations in observation forms and databases.
• Participate in calibration sessions to align with client requirements.
• Adhere to all policies and maintain confidentiality.
• Perform other duties as assigned.

Skills

Attention to detail

Excellent communication

Time management

Coaching feedback

Microsoft Office

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Alorica in the Philippines is seeking a Quality Assurance Associate to evaluate, document, and report the quality of agent customer interactions. You will provide specific feedback and participate in calibrations to ensure client requirements are met.

The role emphasizes coaching support, observation documentation, and adherence to confidentiality. Responsibilities include monitoring calls and transactions, supporting supervisor coaching, and maintaining quality standards across programs.