Quality Assurance Analyst – Remote Growth & Impact

Acquire.AI; Pasig; On-site; PHP 320,000 - 520,000; Full time

Benefits offered by this job

HMO coverage

Yearly kick-off parties

Value Awards

Internal promotions

Job summary

Acquire Intelligence in Pasig City is seeking a Quality Analyst to evaluate customer interactions and drive service excellence. You will monitor live and recorded channels, coach agents, and report trends to improve quality and customer experience.

You’ll work with Operations, Training, and other stakeholders to implement calibration and QA rollouts. The role requires at least 1 year in QA or BPO, strong analytical and communication skills, and flexibility to shift as needed.

Qualifications

• Excellent analytical and coaching skills.
• Strong judgment, objectivity, and attention to detail.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Strong communication and interpersonal skills.

Responsibilities

• Monitor live or recorded agent interactions for quality and compliance.
• Conduct coaching sessions and certify trainees prior to Ops endorsement.
• Report quality trends daily/weekly/monthly with actionable items.
• Identify improvement opportunities and escalate critical errors.
• Collaborate on calibration sessions and QA rollouts.
• Handle disputes on evaluations and contribute to performance reviews.
• Perform occasional calls/back-office audits as required.

Tools

MS Office (Excel, Word, PowerPoint)

CRM tools

Job description

Acquire Intelligence in Pasig City is seeking a Quality Analyst to evaluate customer interactions and drive service excellence. You will monitor live and recorded channels, coach agents, and report trends to improve quality and customer experience.

You’ll work with Operations, Training, and other stakeholders to implement calibration and QA rollouts. The role requires at least 1 year in QA or BPO, strong analytical and communication skills, and flexibility to shift as needed.