Quality Assurance Analyst & Performance Coach

Virtual Staffing Solutions; Cebu City; On-site; PHP 200,000 - 320,000; Full time

Job summary

Virtual Staffing Solutions is seeking a Quality Analyst to monitor and evaluate customer interactions and transactions, ensuring compliance with standards and guidelines. The role focuses on identifying performance gaps, providing coaching, and preparing actionable reports for internal stakeholders and clients.

The candidate should have 6 months of BPO experience, with healthcare account exposure considered a plus, and strong analytical and communication skills.

Qualifications

• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication.
• Attention to detail and organizational skills.

Responsibilities

• Review calls and interactions to assess agent performance.
• Review compliance with business rules and processes and provide timely feedback for improvement.
• Use QA scorecards to evaluate calls, emails, and chats.
• Provide feedback to improve performance.
• Analyze data to identify trends and recommend solutions.
• Work with trainers to develop coaching and training programs.
• Ensure compliance with company policies and regulations.
• Prepare reports on quality, performance, and trends.
• Join calibration sessions to maintain scoring consistency.

Skills

Analytical thinking

Verbal & written communication

Attention to detail

Multitasking & time management

BPO experience

Tools

QA Tools

CRM Software

Job description

Virtual Staffing Solutions is seeking a Quality Analyst to monitor and evaluate customer interactions and transactions, ensuring compliance with standards and guidelines. The role focuses on identifying performance gaps, providing coaching, and preparing actionable reports for internal stakeholders and clients.

The candidate should have 6 months of BPO experience, with healthcare account exposure considered a plus, and strong analytical and communication skills.