Quality Assurance Analyst - TP EDSA (For Pooling)

Teleperformance; Mandaluyong; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Competitive compensation

Health & wellness benefits

Professional development

Flexible working

Job summary

Teleperformance is seeking a Quality Assurance Analyst to join our TP EDSA location in Mandaluyong City, Metro Manila. This full-time role focuses on monitoring, evaluating, and improving the quality of customer interactions across our call centre operations.

You will work with team leaders to identify coaching opportunities, develop improvement plans, and report on quality metrics to drive customer satisfaction and compliance. Strong communication and analytical skills are essential.

Qualifications

• Proven experience in quality assurance within a call centre.
• Strong understanding of QA methodologies and scoring.
• Excellent written and verbal communication skills.

Responsibilities

• Monitor and evaluate customer service interactions through call recordings, quality audits, and performance assessments.
• Conduct QA evaluations using scorecards and criteria, document findings and provide actionable feedback.
• Identify coaching opportunities and develop improvement plans with team leaders for CSRs.
• Prepare quality reports and metrics to track performance trends and compliance.
• Participate in calibration sessions and quality meetings to standardise QA practices.
• Support QA documentation, including guidelines, scorecards, and training materials.
• Communicate QA findings and recommendations to management and teams to drive improvements.
• Assist in identifying best practices and coaching strategies to improve team performance.

Skills

Quality assurance

Call centre operations

Analytical mindset

Communication skills

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

QA software

Call recording systems

MS Office

Job description

About the role

We are seeking a Quality Assurance Analyst to join Teleperformance at our TP EDSA location in Mandaluyong City, Metro Manila. This is a full-time position that plays a crucial role in maintaining and enhancing the quality standards of our customer service operations. As a Quality Assurance Analyst, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions across our call centre environment. Your work will directly impact customer satisfaction, compliance adherence, and operational excellence within our organisation.

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

What we’re looking for

• 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 applications

• Attention 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

What we offer

At Teleperformance, we are committed to providing our employees with a supportive and rewarding work environment. We offer competitive compensation packages, comprehensive health and wellness benefits, and professional development opportunities to support your career growth. As part of our team, you will have access to ongoing training programmes to enhance your skills and knowledge. We foster a collaborative culture where your contributions are valued and recognised. We also provide flexible working arrangements where possible to support work-life balance, and we encourage continuous learning and development to help you advance your career with Teleperformance.

About us

Teleperformance is a global leader in customer experience and business transformation services. With a presence in over 80 countries, we serve as a trusted partner to world-leading companies across diverse industries. Our mission is to deliver exceptional customer experiences through innovative solutions, advanced technology, and a dedicated workforce. We are committed to creating a workplace where diversity is celebrated, talent is developed, and excellence is the standard. At Teleperformance, we believe that our people are our greatest asset, and we invest in their growth and wellbeing to ensure sustained success and positive impact.