Quality Assurance Analyst – Call Center Performance

Tap Growth ai; Bacolod; On-site; PHP 279,000 - 502,200; Full time

Job summary

Tap Growth ai is seeking a Quality Analyst to assess the performance of call center associates handling customers. The role focuses on monitoring inbound/outbound calls and related emails or chats to evaluate demeanor, accuracy, and adherence to policies.

You will help develop and implement quality processes, collaborate with training and operations, and provide insights to improve the overall customer experience. Shifts include Day, Mid, and Night schedules.

Qualifications

• Must have at least 1 year of working experience with Quality.
• Strong English verbal and written communication skills.
• Strategic in developing solutions and process improvements.
• Amenable to work on shifting schedules (Day Shift, Mid Shift, Night Shift).

Responsibilities

• Participate in design of call monitoring formats and quality standards.
• Conduct call, chat and email monitors; provide trend data to site management.
• Use a quality data management system to track performance at team and individual levels.
• Coordinate call calibration sessions with staff and external clients.
• Provide feedback to call center leaders and managers.
• Support operations and training with refreshers and escalations reviews.
• Contribute to weekly, monthly and quarterly business reviews.
• Perform other duties as assigned.

Skills

Quality Assurance

English communication

Process improvement

Shift flexibility

Job description

Tap Growth ai is seeking a Quality Analyst to assess the performance of call center associates handling customers. The role focuses on monitoring inbound/outbound calls and related emails or chats to evaluate demeanor, accuracy, and adherence to policies.

You will help develop and implement quality processes, collaborate with training and operations, and provide insights to improve the overall customer experience. Shifts include Day, Mid, and Night schedules.