Quality Assurance Analyst - Data-Driven, Onsite, Shift

TRANSCOSMOS ASIA PHILIPPINES, INC.; Taguig; On-site; PHP 312,000 - 469,000; Full time

Job summary

Transcosmos Asia Philippines, Inc. is seeking a Quality Analyst to support daily QA operations and drive continuous improvement across campaigns (Voice, Chat, Email). The ideal candidate has at least 2 years in QA, strong analytical skills, and a solid grasp of quality tools, reports, and Excel.

You will coach teammates, monitor KPIs, and implement SOPs to ensure compliance with company standards. You must be onsite and able to work shifting schedules, weekends and holidays.

Qualifications

• Bachelor’s degree required.
• Minimum of 2 years experience in a Quality Analyst or similar role.
• Experience handling blended campaigns (Voice, Chat, Email).
• Knowledge of root cause analysis.
• Good understanding of quality tools and systems.
• Ability to create, analyze, and publish reports on key customer metrics.
• Strong analytical skills.
• Proficiency in MS Excel; good to MS Office and Google Workspace.
• Amenable to shifting schedule, weekends & holidays.
• Amenable to work onsite.

Responsibilities

• Support daily operations of the quality assurance team.
• Coaches team members on expectations and continuous improvement through feedback.
• Aim to meet quality standards and KPIs; initiate improvements when necessary.
• Facilitates communications, daily meetings, and quality performance reviews.
• Monitors and analyzes quality data to drive changes in coordination with customer service.
• Develops, implements and monitors quality procedures and SOPs.
• Identifies opportunities to improve QA workflows and processes.
• Prepares management reports with data-driven insights and conducts monthly reviews.
• Oversees coaching methods for customer service agents.
• Conducts audits to ensure compliance with quality standards.
• Maintains quality plans, scorecards, and data analytics for continual improvement.

Skills

Quality experience

Blended campaigns

Root cause analysis

Quality tools

Reporting on metrics

Analytical skills

Excel proficiency

MS Office

Google Workspace

Shift work

Onsite work

Education

Bachelor’s degree

Job description

Transcosmos Asia Philippines, Inc. is seeking a Quality Analyst to support daily QA operations and drive continuous improvement across campaigns (Voice, Chat, Email). The ideal candidate has at least 2 years in QA, strong analytical skills, and a solid grasp of quality tools, reports, and Excel.

You will coach teammates, monitor KPIs, and implement SOPs to ensure compliance with company standards. You must be onsite and able to work shifting schedules, weekends and holidays.