Quality Assurance Analyst - TP Vertis

Teleperformance; Philippines; On-site; PHP 446,000 - 670,000; Full time

Job summary

Teleperformance Philippines seeks a Quality Assurance professional to monitor and evaluate customer service interactions, ensuring adherence to quality standards. You will provide actionable feedback, drive performance improvements, and generate detailed QA reports.

You will identify trends, collaborate with team leads to develop coaching programs, and maintain thorough QA documentation to support process enhancements and policy compliance.

Qualifications

• Experience in quality assurance within a contact center or customer service environment.
• Detail-oriented with the ability to identify discrepancies and drive improvements.
• Strong written and verbal communication with the ability to provide constructive feedback.
• Proficient in QA tools and evaluating systems.

Responsibilities

• Monitor and evaluate customer service interactions to ensure compliance with quality standards.
• Conduct detailed QA assessments and provide feedback to agents to improve performance.
• Identify trends and escalate concerns to management for strategic action.
• Prepare QA reports and analytics to track performance and compliance.
• Collaborate with team leads to develop coaching and training programs from QA findings.
• Maintain documentation of QA activities and records of evaluations.
• Support development of QA processes, tools, and scorecards.
• Ensure adherence to policies, client requirements, and regulatory standards.
• Participate in calibration sessions for consistency in evaluations.
• Provide guidance to junior QA team members as needed.

Skills

Quality assurance

Call center ops

Feedback delivery

Attention to detail

Communication skills

Analytical skills

MS Office

Team collaboration

Tools

QA tools

Call recording systems

Job description

Key responsibilities

• Monitor and evaluate customer service interactions through call recordings, screen captures, and direct observation to ensure compliance with established quality standards

• Conduct detailed quality assurance assessments and provide constructive feedback to agents to drive performance improvements

• Identify trends, patterns, and recurring issues within team performance and elevate concerns to management for strategic resolution

• Prepare comprehensive quality reports and analytics to track performance metrics and compliance rates

• Collaborate with team leads and supervisors to develop and implement coaching and training program based on quality audit findings

• Maintain detailed documentation of quality assurance activities and maintain accurate records of all evaluations

• Support the development and refinement of quality assurance processes, tools, and scorecards

• Ensure adherence to company policies, client requirements, and regulatory standards across all monitored interactions

• Participate in calibration sessions to maintain consistency and objectivity in quality evaluations

• Provide guidance and mentoring to junior QA team members as required

What we're looking for

• Proven experience working in a quality assurance or similar monitoring role within a contact center or customer service environment

• Strong knowledge of customer service best practices, call center operations, and quality metrics

• Excellent attention to detail with the ability to identify discrepancies and areas for improvement

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

• Proficiency in using quality assurance tools and software, including experience with call recording and evaluation systems

• Ability to work independently and as part of a team in a fast-paced environment

• Strong analytical skills with proficiency in data analysis and Microsoft Office applications

• Excellent organizational skills and the ability to manage multiple priorities effectively

• High level of professionalism, integrity, and confidentiality

• Preferred: Previous experience in a supervisory or leadership capacity within a quality assurance or contact