Quality Assurance & Compliance Analyst - BPO Ops

RSD Human Resource Management Consultancy; Pasay; On-site; PHP 279,000 - 390,600; Full time

Job summary

A Business Process Outsourcing firm in Metro Manila is seeking a Quality Compliance Analyst to monitor service quality and ensure adherence to compliance requirements. This role involves evaluating customer interactions, conducting audits, and driving continuous improvement within operations. Candidates should possess a Bachelor’s degree and experience in Quality Assurance within a BPO environment. Proficiency in MS Excel and reporting tools is essential for tracking quality metrics and supporting audits.

Qualifications

• 1-2 years of experience in Quality Assurance or Compliance within a BPO/KPO/Call Center environment.
• Strong understanding of SLA/KPI management.
• Experience in call monitoring and transaction quality auditing.

Responsibilities

• Monitor and evaluate customer interactions for quality and compliance.
• Ensure adherence to regulatory requirements.
• Identify gaps and implement Corrective and Preventive Actions.

Skills

Quality Assurance

Compliance Management

SLA/KPI Management

Data Protection

Report Generation

Call Monitoring

Education

Bachelor’s degree in Business Administration or related field

Tools

MS Excel

QA software

Reporting tools

Job description

A Business Process Outsourcing firm in Metro Manila is seeking a Quality Compliance Analyst to monitor service quality and ensure adherence to compliance requirements. This role involves evaluating customer interactions, conducting audits, and driving continuous improvement within operations. Candidates should possess a Bachelor’s degree and experience in Quality Assurance within a BPO environment. Proficiency in MS Excel and reporting tools is essential for tracking quality metrics and supporting audits.