Quality Assurance Analyst | Taguig City

Asticom Technology Inc; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Asticom Technology Inc. is seeking a Quality Assurance Analyst to monitor and improve the quality of customer service operations in the Philippines. The role involves conducting audits, analyzing performance trends, and coaching teams to address quality gaps.

You will collaborate with Operations Leaders to identify improvement opportunities, escalate recurring issues, and contribute to calibration sessions to maintain consistent standards.

Qualifications

• Bachelor's degree in any field.
• At least 1 year of experience in a Customer Service role.
• Experience in Quality Assurance or performance analysis is a plus.
• Strong computer proficiency and analytical abilities.
• Knowledge of customer service practices and quality monitoring processes.
• Good written and verbal communication skills.
• Detail-oriented with problem-solving abilities.
• EF SET at least a C rating or equivalent English proficiency.

Responsibilities

• Conduct real-time and historical quality audits of customer service interactions.
• Monitor performance using quality monitoring systems and data.
• Analyze quality results, defects, and performance trends to identify improvements.
• Provide real-time coaching and feedback to Operations leads and QA teams.
• Calibrate quality standards and evaluations to ensure consistency.
• Prepare quality reports, calibration reports, and trend analyses.

Skills

Analytical skills

Communication skills

Detail-oriented

Education

Bachelor's degree

Tools

Excel

PowerPoint

Job description

About the role

We are looking for a Quality Assurance Analyst to monitor and improve the quality and performance of customer service operations. The role will conduct quality audits, analyze performance and defect trends, facilitate calibration and coaching sessions, and work closely with Operations leaders to identify and address quality improvement opportunities.

Key responsibilities

• Conduct real-time and historical quality audits and evaluations of customer service interactions.
• Monitor individual and campaign-level performance using quality monitoring systems and data.
• Analyze quality results, errors, defects, and performance trends to identify areas for improvement.
• Provide real-time coaching and quality-related feedback to Operations Leads, Team Leaders, and QA teams.
• Conduct first- and second-level analysis of quality defects and recurring errors.
• Participate in and initiate calibration sessions to ensure consistency in quality standards and evaluations.
• Prepare quality-related reports, including calibration reports, meeting minutes, trend analyses, and performance updates.
• Use quality data and analysis to support continuous quality improvement initiatives.
• Collaborate with Operations Team Leaders to discuss agent performance, error trends, and improvement opportunities.
• Escalate recurring or significant quality issues to management for appropriate intervention.

About you

• Bachelor's degree in any field.
• At least 1 year of experience in a Customer Service role, whether Voice or Non-Voice.
• Experience in Quality Assurance, customer service analytics, research, or performance analysis is an advantage.
• Strong computer proficiency and analytical skills.
• Knowledge of customer service practices and quality monitoring processes.
• Experience in mediation and conflict resolution techniques.
• Basic knowledge of Microsoft Excel formulas and Microsoft PowerPoint.
• Strong verbal and written communication skills.
• Detail-oriented with good problem-solving and analytical abilities.
• Must have at least a C rating in EF SET or equivalent English proficiency.