Quality Assurance Analyst - TP Davao (For Pooling)

Teleperformance; Davao City; On-site; PHP 335,000 - 558,000; Full time

Job summary

Teleperformance is seeking a Quality Assurance professional in Davao City, Philippines to monitor and evaluate customer service interactions across channels, ensuring adherence to our standards and client specifications.

In this role you will conduct evaluations using scorecards, document findings, and provide actionable feedback. You will identify coaching opportunities and collaborate with team leaders to improve performance and maintain QA documentation.

Qualifications

• Experience in quality assurance, customer service, or call centre environments.
• Ability to evaluate interactions using established criteria and provide actionable feedback.
• Strong written and verbal communication skills with attention to detail.

Responsibilities

• Monitor and evaluate customer service interactions through reviews and quality audits.
• Use scorecards and assessment criteria to document findings and provide feedback.
• Identify coaching opportunities and collaborate with team leads to improve performance.
• Prepare quality reports and metrics analysis to track trends and compliance.
• Participate in calibration sessions to ensure consistency of QA practices.
• Assist in maintaining QA documentation including guidelines and training materials.
• Communicate quality findings to management to drive improvements.
• Support development of best practices to enhance customer satisfaction.

Skills

Quality assurance

Customer service

Data analysis

Communication skills

Call centre operations

Education

High school diploma

Associate or bachelor's preferred

Tools

QA software

Call recording systems

Microsoft Office

Job description

About the role

This is a quality assurance role focused on monitoring and evaluating customer service interactions to ensure adherence to company standards and client specifications.

Key responsibilities

• Monitor and evaluate customer service interactions through call recording reviews, quality audits, and performance assessments to ensure adherence to company standards and client specifications
• Conduct comprehensive quality assurance evaluations using established scorecards and assessment criteria, documenting findings and providing actionable feedback
• Identify coaching opportunities and performance gaps, working collaboratively with team leaders to develop targeted improvement plans for customer service representatives
• Prepare detailed quality reports and metrics analysis to track performance trends, compliance rates, and areas requiring process improvements
• Participate in calibration sessions and quality meetings to ensure consistency and standardisation of quality assessment practices across teams
• Support the development and maintenance of quality assurance documentation, including guidelines, scorecards, and training materials
• Communicate quality findings and recommendations to management and operational teams to drive continuous improvement initiatives
• Assist in identifying best practices and coaching strategies to enhance overall team performance and customer satisfaction scores

About you

• High school diploma or equivalent certification; associate or bachelor's degree in a related field is preferred
• Proven experience in quality assurance, customer service, or a related call centre environment
• Strong understanding of customer service principles, call centre operations, and quality assessment methodologies
• Excellent communication skills, both verbal and written, with the ability to clearly articulate feedback and recommendations
• Proficiency in using quality assurance software, call recording systems, and Microsoft Office applicationsAttention to detail and the ability to accurately evaluate complex interactions against established criteria
• Analytical mindset with the ability to interpret data, identify trends, and generate meaningful insights
• Strong interpersonal skills with the ability to work effectively with representatives, team leaders, and management at all levels
• Ability to work independently whilst contributing effectively to a team environment
• Flexibility and adaptability to manage multiple priorities and changing requirements in a fast-paced environment