Quality Assurance Analyst - TP Masinag (For Pooling)

Teleperformance; Antipolo; On-site; PHP 335,000 - 502,000; Full time

Job summary

Teleperformance is seeking a Quality Assurance professional to monitor and evaluate customer service interactions, ensuring alignment with company standards and client specifications.

The role involves using scorecards, conducting audits, and providing actionable coaching feedback to improve agent performance and customer satisfaction. Collaboration with team leaders and participation in calibration sessions are key components of this position.

Qualifications

• Minimum requirement is a high school diploma; higher education preferred.
• Experience in QA, customer service, or call centre environment.
• Strong knowledge of CS principles, call centre operations, and QA methodologies.
• Excellent verbal and written communication to clearly articulate feedback.
• Attention to detail; ability to evaluate complex interactions against criteria.
• Analytical mindset to interpret data, identify trends, and extract insights.
• Strong interpersonal skills to work with reps, team leads, and management.
• Ability to work independently while contributing to a team.

Responsibilities

• Monitor and evaluate customer interactions using scorecards and audits.
• Document findings and provide actionable feedback.
• Identify coaching opportunities with team leaders and develop improvement plans.
• Prepare quality reports and metrics analysis to track performance trends.
• Participate in calibration sessions and quality meetings for consistency.
• Maintain QA documentation, guidelines, scorecards, and training materials.
• Communicate quality findings and recommendations to management and teams.
• Identify best practices and coaching strategies to enhance performance and satisfaction.

Skills

Quality assurance

Customer service

Performance analysis

Feedback delivery

Communication

Documentation

Team collaboration

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

QA software

Call recording systems

MS 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