Quality Assurance Analyst - TP Rockwell (For Pooling)

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

Benefits offered by this job

Quality assurance documentation

Job summary

Teleperformance Philippines is seeking a Quality Assurance professional to monitor and evaluate customer service interactions, ensuring adherence to company standards and client specifications. The role emphasizes analyzing calls, documenting findings, and driving continuous improvement across teams.

The ideal candidate has a background in QA or call center environments, strong communication, and the ability to translate data into actionable coaching plans.

Qualifications

• High school diploma or equivalent; degree preferred.
• 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.

Responsibilities

• Monitor and evaluate customer 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.

Skills

Quality assurance

Customer service

Analytical mindset

Feedback delivery

Communication skills

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

Quality assurance software

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