Quality Assurance & Performance Improvement Specialist

Jobtailor; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Jobtailor in Manila, Philippines is seeking a Quality Assurance/Quality Analyst to monitor and improve call quality, ensure compliance with policies and laws, and train agents for enhanced customer service. You will analyze data, prepare reports, and partner with operations and clients to implement effective evaluation programs.

The role requires strong English communication, relevant certifications, and knowledge of QA methodologies.

Qualifications

• At least Advanced/Higher/Graduate Diploma or Bachelor's/PG/Professional degree
• Preferable 2 years of working experience in related field
• Experience in quality audit, root cause analysis, calibration, and process improvement
• Knowledge of Quality terms, tools, and methodologies
• Ability to train and develop support agents
• Excellent organizational, time management, customer service and problem-solving skills
• Excellent verbal and written communication in English and supporting market language

Responsibilities

• Perform quality audits and root cause analysis to improve service delivery
• Provide structured feedback and recommendations to address skills and behavioral gaps
• Prepare and analyze internal and external quality reports for stakeholders/clients
• Collaborate with call quality team and QA Manager to streamline QA processes
• Partner with Operations, Training, and clients to develop evaluation programs and provide actionable insights
• Use call center tools and client systems to gather data and analyze trends affecting quality
• Assist in continual improvement of the Quality Management System

Skills

Quality Audit

Root Cause Analysis

Process Improvement

Training and Development

Quality Management System

Education

Advanced Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Tools

Call Center Tools

Client Systems

Job description

Jobtailor in Manila, Philippines is seeking a Quality Assurance/Quality Analyst to monitor and improve call quality, ensure compliance with policies and laws, and train agents for enhanced customer service. You will analyze data, prepare reports, and partner with operations and clients to implement effective evaluation programs.

The role requires strong English communication, relevant certifications, and knowledge of QA methodologies.