Quality Assurance Analyst - Elevate Customer Experience

Lean Solutions Group; Philippines; On-site; PHP 290,000 - 424,000; Full time

Job summary

Lean Solutions Group in the Philippines is seeking a Quality Analyst to monitor, evaluate, and improve the quality of customer interactions across voice, chat, and email. You will ensure compliance with client standards and drive coaching for agents.

Collaborate with Training and Ops to identify trends, develop scorecards, and calibrate scoring with leaders. This role emphasizes accuracy, customer satisfaction, and process improvements.

Qualifications

• High school diploma or equivalent; college level preferred.
• 1–2 years of BPO experience, ideally in QA or coaching.
• Strong analytical and communication abilities with attention to detail.
• Ability to provide constructive feedback professionally.

Responsibilities

• Monitor and evaluate customer interactions across voice, chat, email, or other channels.
• Assess agent performance based on accuracy, communication skills, compliance, and customer satisfaction.
• Provide coaching and actionable insights to agents for improvement.
• Track quality scores and generate reports for team leads and management.
• Collaborate with Training and Operations to identify trends and training needs.
• Participate in calibration sessions to ensure scoring consistency.
• Assist in developing quality standards, scorecards, and guidelines.
• Ensure compliance with client requirements and company policies.
• Recommend process improvements to enhance efficiency and CX.

Skills

Analytical skills

Listening skills

Communication skills

QA tools

CRM systems

MS Office

Education

High School Diploma

College-level or higher preferred

Tools

QA tools

CRM (Salesforce, Zendesk)

Microsoft Office

Job description

Lean Solutions Group in the Philippines is seeking a Quality Analyst to monitor, evaluate, and improve the quality of customer interactions across voice, chat, and email. You will ensure compliance with client standards and drive coaching for agents.

Collaborate with Training and Ops to identify trends, develop scorecards, and calibrate scoring with leaders. This role emphasizes accuracy, customer satisfaction, and process improvements.