Quality Assurance Analyst – UK Telecom (On-Site Cebu)

Broader Horizon Services OPC; Cebu City; Sur place; PHP 300 000 - 420 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Government-mandated benefits (SSS,Phil

Career development opportunities

Résumé du poste

Broader Horizons is seeking a Quality Assurance (QA) Analyst to support a UK telecommunications account in Cebu City. The role focuses on monitoring interactions, evaluating agent performance, and improving QA processes.

You will work with an established QA framework, scorecards, and close collaboration with Operations to ensure consistent quality and adherence to client requirements.

Qualifications

• 2+ years of QA experience in a BPO or call centre environment.
• Experience handling UK-based accounts is highly preferred.
• Telecommunications knowledge is a strong advantage.

Responsabilités

• Conduct random call monitoring and QA assessments for a team of 12 CSRs.
• Review approximately 3–4 randomly selected calls per agent per month.
• Evaluate calls based on established quality standards, procedures and client expectations.
• Utilize QA evaluation forms and scorecards during assessments.
• Review and improve the QA framework, scoring criteria and monitoring process.
• Identify recurring errors and performance gaps; provide recommendations.
• Provide constructive feedback and coaching to Team Leaders and agents.
• Prepare and submit regular QA reports on performance.
• Identify trends and suggest process improvements for customer experience.
• Ensure adherence to company policies and UK standards.
• Collaborate with Operations to address quality concerns.
• Conduct calibration sessions to ensure consistent scoring.

Connaissances

Quality Assurance

UK account experience

Analytical skills

Communication skills

Outils

Microsoft Excel

QA scorecards

Description du poste

Broader Horizons is seeking a Quality Assurance (QA) Analyst to support a UK telecommunications account in Cebu City. The role focuses on monitoring interactions, evaluating agent performance, and improving QA processes.

You will work with an established QA framework, scorecards, and close collaboration with Operations to ensure consistent quality and adherence to client requirements.