Quality Assurance Associate

Alorica; Davao City; On-site; PHP 201,000 - 357,000; Full time

Job summary

Alorica in the Philippines is seeking a Quality Assurance Associate to evaluate, document, and report the quality of agent customer interactions. You will provide specific feedback and participate in calibrations to ensure client requirements are met.

The role emphasizes coaching support, observation documentation, and adherence to confidentiality. Responsibilities include monitoring calls and transactions, supporting supervisor coaching, and maintaining quality standards across programs.

Qualifications

• Two years university education and two years work experience, or a Bachelor's degree.
• Prior call center/BPO experience preferred.
• Strong reliability, confidentiality, and organization.

Responsibilities

• Evaluate and report the quality of agent interactions against client standards.
• Provide feedback to supervisors and assist coaching.
• Complete required number of quality reviews for each agent.
• Document observations in observation forms and databases.
• Participate in calibration sessions to align with client requirements.
• Adhere to all policies and maintain confidentiality.
• Perform other duties as assigned.

Skills

Attention to detail

Excellent communication

Time management

Coaching feedback

Microsoft Office

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Quality Assurance Associate

Job Description

Summary

• Evaluate, document, and report the quality of agent customer interactions through standardized call and transaction monitoring. Provide specific feedback to supervisory and management staff regarding agent performance. Participate in internal/external calibrations to ensure thorough understanding of client requirements.

Essential Duties & Responsibilities

• Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call and transaction handling. This includes call monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (i.e. handle time, speed of answer, etc.).
• Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed.
• Responsible for completing required number of quality reviews for each agent based on client/company performance guidelines.
• Document all observations thoroughly by maintaining observation forms and call center monitoring database.
• Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.
• As applicable, responsible for handling agent-level calls to maintain personal knowledge of program(s).
• May participate in and support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.

Qualifications & Requirements

Education:

Minimum of two (2) years university required and two (2) years work experience or Bachelor's Degree preferred.

Experience:

Previous call center/BPO experience preferred. Prior quality assurance and/or monitoring experience a plus.

Knowledge, Skills, Abilities & Other Characteristics:

• Demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level.
• Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action.
• Ability to coach and provide constructive feedback on proper process and techniques.
• Detail oriented.
• Strong organization and time management skills.
• Proficient personal computer skills including Microsoft Office.
• Excellent listening and problem-solving skills.
• Excellent interpersonal, written, and oral communication skills.
• Ability to prioritize and organize work in a multitasked environment.
• Ability to adapt to a flexible schedule.
• Ability to maintain the highest level of confidentiality.

Equal Opportunity Employer

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.