Quality Assurance Analyst — Customer Service Excellence

Fusion BPO Services Ltd; Cebu City; On-site; PHP 201,000 - 357,000; Full time

Benefits offered by this job

Career growth opportunities

Collaborative workplace

Job summary

A growing BPO company in Cebu is seeking a Quality Analyst to monitor customer interactions and drive continuous improvement initiatives. This role requires a minimum High School Diploma and experience in quality assurance or call monitoring. The ideal candidate will possess strong analytical and communication skills, along with a keen attention to detail. You will work to enhance service quality and facilitate performance coaching within a fast-paced environment. Join us for growth opportunities in quality management.

Qualifications

• Experience in BPO quality assurance, call monitoring, or transaction auditing preferred.
• Strong understanding of quality frameworks, QA scorecards, and audit processes.
• Excellent coaching and mentoring skills.

Responsibilities

• Monitor customer transactions based on quality guidelines.
• Conduct quality evaluations of customer interactions.
• Coach and mentor team members to improve performance.

Skills

Coaching

Analytical skills

Communication skills

Education

High School Diploma

Tools

MS Office (Excel)

Job description

A growing BPO company in Cebu is seeking a Quality Analyst to monitor customer interactions and drive continuous improvement initiatives. This role requires a minimum High School Diploma and experience in quality assurance or call monitoring. The ideal candidate will possess strong analytical and communication skills, along with a keen attention to detail. You will work to enhance service quality and facilitate performance coaching within a fast-paced environment. Join us for growth opportunities in quality management.