Quality Assurance Analyst - Entry Level

Concentrix; Bacolod; Presencial; PHP 180.000 - 240.000; Jornada completa

Descripción de la vacante

Concentrix in Bacolod, Philippines, is seeking an entry-level Quality Analyst to monitor and evaluate a sample of inbound contacts, including calls, chats, and emails, and to support calibration with teams and clients.

You will learn client products, contribute to process improvements, and help meet productivity targets while following defined procedures and maintaining documentation.

Formación

• Bachelor's degree in related field from a four-year college or university.
• Less than one year of relevant experience preferred.
• Effective communication skills, both written and verbal.

Responsabilidades

• Monitor and audit a sampling of inbound/outbound calls and other contact methods (chat/email).
• Report results to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit).
• Participate in calibration/call listening sessions to ensure scoring consistency.
• Participate in internal quality audits to improve processes.
• Maintain strong program knowledge base and client products/services knowledge.
• Contribute to quality task forces with stakeholders.
• Meet departmental productivity requirements (e.g., calls monitored, emails evaluated).
• Complete phone time to stay current on programs.
• Maintain forms and legends documents.
• Support management focus on key drivers, metrics, and processes that drive Balanced Scorecards.

Conocimientos

Communication skills

Microsoft Office

Multitasking

Detail-oriented

Educación

Bachelor's degree in related field

Descripción del empleo

Concentrix in Bacolod, Philippines, is seeking an entry-level Quality Analyst to monitor and evaluate a sample of inbound contacts, including calls, chats, and emails, and to support calibration with teams and clients.

You will learn client products, contribute to process improvements, and help meet productivity targets while following defined procedures and maintaining documentation.