Quality Assurance Analyst — Elevate Customer Experience

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

Benefits offered by this job

Health and wellness programmes

Professional development

Career advancement

Performance incentives

Employee benefits

Job summary

Teleperformance is seeking a Quality Assurance Analyst to join our team at our Eastwood location in Quezon City, Metro Manila. This full-time role focuses on monitoring, evaluating, and improving the quality of customer interactions to meet our service standards and client expectations.

You will conduct quality assessments, provide constructive feedback, identify training needs, and prepare comprehensive QA reports.

Qualifications

• Experience in quality assurance, customer service, or related field in a contact centre environment.
• Strong knowledge of customer service principles and industry standards.
• Excellent attention to detail and ability to identify quality issues.
• Outstanding written and verbal communication skills for clear feedback.
• Proficiency in data analysis and familiarity with QA tools and systems.

Responsibilities

• Monitor and evaluate customer interactions across calls, emails, and chats for quality and client requirements.
• Conduct quality assessments using scoring criteria and provide feedback to agents and team leaders.
• Identify training needs and suggest coaching to improve performance.
• Prepare QA reports and metrics, highlighting trends and best practices.
• Collaborate with management to implement corrective action plans and improvements.
• Maintain documentation of QA audits for compliance and reporting.
• Participate in calibration sessions to ensure scoring consistency.
• Support development and maintenance of quality standards and SOPs.
• Provide coaching to frontline agents to reach performance targets.
• Escalate quality concerns or complaints as required.

Skills

Quality assurance

Customer service

Data analysis

Communication

Attention to detail

Documentation

Team collaboration

Problem solving

Empathy

Education

High school diploma

Bachelor's degree preferred

Job description

Teleperformance is seeking a Quality Assurance Analyst to join our team at our Eastwood location in Quezon City, Metro Manila. This full-time role focuses on monitoring, evaluating, and improving the quality of customer interactions to meet our service standards and client expectations.

You will conduct quality assessments, provide constructive feedback, identify training needs, and prepare comprehensive QA reports.