Quality Assurance Analyst - Elevate Customer Experience

Teleperformance; Mandaluyong; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Competitive compensation

Health & wellness benefits

Professional development

Flexible working

Job summary

Teleperformance is seeking a Quality Assurance Analyst to join our TP EDSA location in Mandaluyong City, Metro Manila. This full-time role focuses on monitoring, evaluating, and improving the quality of customer interactions across our call centre operations.

You will work with team leaders to identify coaching opportunities, develop improvement plans, and report on quality metrics to drive customer satisfaction and compliance. Strong communication and analytical skills are essential.

Qualifications

• Proven experience in quality assurance within a call centre.
• Strong understanding of QA methodologies and scoring.
• Excellent written and verbal communication skills.

Responsibilities

• Monitor and evaluate customer service interactions through call recordings, quality audits, and performance assessments.
• Conduct QA evaluations using scorecards and criteria, document findings and provide actionable feedback.
• Identify coaching opportunities and develop improvement plans with team leaders for CSRs.
• Prepare quality reports and metrics to track performance trends and compliance.
• Participate in calibration sessions and quality meetings to standardise QA practices.
• Support QA documentation, including guidelines, scorecards, and training materials.
• Communicate QA findings and recommendations to management and teams to drive improvements.
• Assist in identifying best practices and coaching strategies to improve team performance.

Skills

Quality assurance

Call centre operations

Analytical mindset

Communication skills

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

QA software

Call recording systems

MS Office

Job description

Teleperformance is seeking a Quality Assurance Analyst to join our TP EDSA location in Mandaluyong City, Metro Manila. This full-time role focuses on monitoring, evaluating, and improving the quality of customer interactions across our call centre operations.

You will work with team leaders to identify coaching opportunities, develop improvement plans, and report on quality metrics to drive customer satisfaction and compliance. Strong communication and analytical skills are essential.