Quality Assurance Analyst: Elevate CX & Compliance

Symbos; Pasay; On-site; PHP 320,000 - 460,000; Full time

Job summary

Wilson Parking seeks a Quality Assurance Analyst to evaluate customer interactions and operational outputs against approved quality standards. You will identify trends, provide evidence-based feedback, and collaborate with Operations and Training to improve performance, customer experience, and compliance outcomes.

The role focuses on calibrations, root-cause analysis, and maintaining governance across quality initiatives, with onsite work in Manila as required.

Qualifications

• 1–3 years of experience in a BPO, contact centre, QA or operations support environment.
• Experience conducting quality audits, evaluations or performance reviews.
• Strong understanding of customer service, customer experience and compliance concepts.
• Excellent attention to detail and the ability to assess work objectively against standards.
• Strong analytical and problem‑solving skills with experience identifying quality trends.
• Ability to provide evidence‑based feedback and explain scoring decisions professionally.
• Working knowledge of Microsoft Excel and reporting tools.
• Willingness to work onsite in Manila and support operational requirements when needed.

Responsibilities

• Conduct quality evaluations accurately and within agreed timeframes.
• Apply approved quality scorecards, audit standards and compliance requirements consistently.
• Document objective evidence supporting quality assessment outcomes.
• Identify quality, customer experience, process and compliance risks.
• Provide clear and constructive feedback to Operations and relevant stakeholders.
• Participate in calibration sessions to maintain scoring consistency and governance.
• Analyse quality trends and identify recurring drivers through root cause analysis.
• Maintain accurate audit records, quality trackers, reports and supporting documentation.
• Support quality improvement initiatives, targeted audits and continuous improvement projects.

Skills

Quality assurance

Data analysis

Attention to detail

Problem solving

Microsoft Excel

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Job description

Wilson Parking seeks a Quality Assurance Analyst to evaluate customer interactions and operational outputs against approved quality standards. You will identify trends, provide evidence-based feedback, and collaborate with Operations and Training to improve performance, customer experience, and compliance outcomes.

The role focuses on calibrations, root-cause analysis, and maintaining governance across quality initiatives, with onsite work in Manila as required.