Quality Assurance Analyst - TP Eastwood (For Pooling)

Teleperformance; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Health and wellness programmes

Professional development

Career advancement

Performance incentives

Employee benefits

Job summary

Teleperformance is seeking a Quality Assurance Analyst to join our team at our Eastwood location in Quezon City, Metro Manila. This full-time role focuses on monitoring, evaluating, and improving the quality of customer interactions to meet our service standards and client expectations.

You will conduct quality assessments, provide constructive feedback, identify training needs, and prepare comprehensive QA reports.

Qualifications

• Experience in quality assurance, customer service, or related field in a contact centre environment.
• Strong knowledge of customer service principles and industry standards.
• Excellent attention to detail and ability to identify quality issues.
• Outstanding written and verbal communication skills for clear feedback.
• Proficiency in data analysis and familiarity with QA tools and systems.

Responsibilities

• Monitor and evaluate customer interactions across calls, emails, and chats for quality and client requirements.
• Conduct quality assessments using scoring criteria and provide feedback to agents and team leaders.
• Identify training needs and suggest coaching to improve performance.
• Prepare QA reports and metrics, highlighting trends and best practices.
• Collaborate with management to implement corrective action plans and improvements.
• Maintain documentation of QA audits for compliance and reporting.
• Participate in calibration sessions to ensure scoring consistency.
• Support development and maintenance of quality standards and SOPs.
• Provide coaching to frontline agents to reach performance targets.
• Escalate quality concerns or complaints as required.

Skills

Quality assurance

Customer service

Data analysis

Communication

Attention to detail

Documentation

Team collaboration

Problem solving

Empathy

Education

High school diploma

Bachelor's degree preferred

Job description

About the role

Teleperformance is seeking a Quality Assurance Analyst to join our team at our Eastwood location in Quezon City, Metro Manila. This is a full-time position that plays a crucial role in maintaining the highest standards of customer service excellence across our operations. As a Quality Assurance Analyst, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure they meet our rigorous service standards and client expectations. This role is essential to our commitment to delivering exceptional customer experiences and maintaining operational excellence.

What you'll be doing

• Monitor and evaluate customer service interactions across various communication channels (calls, emails, chats) to ensure compliance with quality standards and client requirements

• Conduct detailed quality assessments using established scoring criteria and provide constructive feedback to agents and team leaders

• Identify training needs and performance gaps, recommending coaching and development opportunities to improve agent performance

• Prepare comprehensive quality assurance reports and metrics, highlighting trends, areas for improvement, and best practices

• Collaborate with team leaders and management to implement corrective action plans and quality improvement initiatives

• Maintain detailed documentation of quality audits and ensure accurate record-keeping for compliance and reporting purposes

• Participate in calibration sessions to ensure consistency in quality scoring across the team

• Support the development and maintenance of quality standards and standard operating procedures

• Provide coaching and mentoring to frontline agents to help them achieve performance targets

• Escalate and investigate quality concerns or customer complaints as required

What we're looking for

• High school diploma or equivalent qualification; bachelor's degree is preferred

• Proven experience in quality assurance, customer service, or a related field within a contact centre environment

• Strong knowledge of customer service principles, best practices, and industry standards

• Excellent attention to detail with the ability to identify quality issues and inconsistencies

• Outstanding communication skills, both written and verbal, with the ability to provide clear and constructive feedback

• Proficiency in data analysis and familiarity with quality assurance tools and systems

• Strong organisational skills with the ability to manage multiple priorities and meet deadlines

• Ability to work independently and as part of a collaborative team

• Problem-solving mindset with a focus on continuous improvement

• Patience, empathy, and professional demeanour when interacting with agents and management

• Familiarity with call centre operations and customer service metrics is advantageous

What we offer

• We offer competitive compensation packages.

• Opportunities for professional development and career advancement.

• A range of employee benefits including health and wellness programmes.

• We also offer performance incentives and recognition programmes that reward excellence and dedication.

We believe in fostering a collaborative culture where your contributions are valued and recognised.

Our commitment to work-life balance means we support flexible working arrangements where possible, and we provide ongoing training and development opportunities to help you grow your career with us.

About us

Teleperformance is a global leader in customer experience and digital business services. We specialise in delivering exceptional customer interactions across multiple channels, helping organisations build stronger relationships with their customers. With a presence in over 80 countries and serving major international brands, we are committed to creating a positive impact through our services. Our company values innovation, excellence, and employee wellbeing, and we pride ourselves on developing talented individuals and fostering an inclusive workplace culture. At Teleperformance, we are dedicated to helping both our clients and our employees succeed.