Quality Assurance Analyst: Elevate Call Center Quality

Teleperformance; Tili; On-site; PHP 240,000 - 360,000; Full time

Job summary

Teleperformance in Baguio City, Benguet is seeking a Quality Assurance Analyst to uphold top-tier service quality across call centre operations. The role involves evaluating interactions, providing feedback, and driving improvements to meet client standards.

The successful candidate will combine analytical skills with strong communication to identify trends, support coaching efforts, and ensure adherence to policies in a fast-paced environment.

Qualifications

• High school diploma or equivalent; further education or certifications are advantageous.
• Experience in quality assurance, customer service or call centre environments is preferred.
• Strong data interpretation and analytical skills to identify performance trends.
• Excellent written and verbal communication for clear feedback.
• Proficiency with Microsoft Office and call centre systems.
• Attention to detail and ability to review multiple interactions accurately.

Responsibilities

• Monitor and evaluate customer service interactions to ensure quality standards.
• Complete detailed quality evaluations using standardised scoring tools.
• Provide constructive feedback to agents on performance and areas for improvement.
• Identify trends in performance and escalate concerns to management.
• Conduct quality audits and generate reports on team metrics.
• Collaborate with training to develop coaching plans from findings.
• Ensure adherence to client requirements and company policies.
• Maintain documentation of quality assessments and confidentiality.
• Participate in calibration sessions for consistent scoring.
• Support continuous improvement and process optimisation initiatives.

Skills

Analytical thinking

Data interpretation

Communication skills

Quality mindset

Collaboration

Attention to detail

Education

High school diploma

Tools

Microsoft Office

Job description

Teleperformance in Baguio City, Benguet is seeking a Quality Assurance Analyst to uphold top-tier service quality across call centre operations. The role involves evaluating interactions, providing feedback, and driving improvements to meet client standards.

The successful candidate will combine analytical skills with strong communication to identify trends, support coaching efforts, and ensure adherence to policies in a fast-paced environment.