Quality Assurance Analyst - Customer Experience & Training

Bravissimo Resourcing Inc.; Manila; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading BPO company in the Philippines seeks a Quality Assurance Specialist. The role involves monitoring customer interactions, providing feedback to agents, and analyzing performance metrics to enhance service quality. Candidates should have a college degree, at least one year of QA experience, and be knowledgeable in Root Cause Analysis. Opportunities for training and compliance improvement are key aspects of this position, and candidates must be amenable to shifting schedules.

Responsibilities

• Listen to customer interactions to assess adherence to standards.
• Provide feedback to customer service agents for performance improvement.
• Review performance metrics to identify trends and improve quality.
• Ensure services comply with internal standards and regulations.
• Develop strategies to enhance service quality.
• Work with management to develop quality assurance policies.
• Maintain organized records of evaluations and agent progress.

Skills

Communication

Analytical skills

Problem-solving

Attention to detail

Coaching/Mentoring

Technical skills

Education

College degree

Minimum 1 year QA experience in a BPO setup

Knowledgeable in Root Cause Analysis

Must have blended account experience (Voice and Non‑Voice)

Shifting schedule amenable

Job description

A leading BPO company in the Philippines seeks a Quality Assurance Specialist. The role involves monitoring customer interactions, providing feedback to agents, and analyzing performance metrics to enhance service quality. Candidates should have a college degree, at least one year of QA experience, and be knowledgeable in Root Cause Analysis. Opportunities for training and compliance improvement are key aspects of this position, and candidates must be amenable to shifting schedules.