Quality Assurance Analyst - Call Center Training

iQor Philippines; Quezon City; On-site; PHP 360,000 - 480,000; Full time

Job summary

iQor Philippines is seeking a Quality Analyst to monitor and audit call recordings, deliver actionable feedback, and support QA processes to enhance customer interactions. The role focuses on maintaining standards, analyzing trends, and partnering with supervisors to drive improvements.

The ideal candidate has at least 1 year of call center experience and a high school diploma or equivalent, with responsibilities including training material development and ongoing performance reporting.

Qualifications

• Minimum 1 year of call center experience required.
• High school diploma or equivalent required.

Responsibilities

• Monitor and audit inbound and outbound call recordings to provide trend data and feedback to management.
• Provide insights to operational management to maximize customer satisfaction.
• Ensure agents adhere to QA standards and SOPs.
• Collaborate with supervisors to report performance trends and issues.
• Identify opportunities for quality improvement across the team.
• Develop training materials and process documentation as needed.
• Performs other duties as assigned.

Skills

Call center experience

Education

High school diploma or equivalent

Job description

iQor Philippines is seeking a Quality Analyst to monitor and audit call recordings, deliver actionable feedback, and support QA processes to enhance customer interactions. The role focuses on maintaining standards, analyzing trends, and partnering with supervisors to drive improvements.

The ideal candidate has at least 1 year of call center experience and a high school diploma or equivalent, with responsibilities including training material development and ongoing performance reporting.