Quality Assurance & Process Improvement Analyst

Probe CX; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

Probe CX in Metro Manila is seeking a Quality Assurance Analyst to listen to and evaluate recorded calls, chats, emails, and other customer interactions, and assess agent performance against client requirements and quality standards.

You will collect data, prepare regular reports on KPIs, provide constructive feedback, participate in calibration sessions, drive process improvements, and ensure compliance with SOPs and client policies.

Qualifications

• Experience in monitoring and evaluating quality for customer interactions.
• Ability to analyze quality data and identify trends.
• Proven ability to provide constructive feedback to agents.

Responsibilities

• Listen to and evaluate recorded calls, chats, emails, and other interactions between agents and customers.
• Assess agent performance against established quality standards, metrics, and client requirements.
• Evaluate process adherence and identify deviations from SOPs.
• Collect and analyze data from quality evaluations to identify trends and patterns.
• Prepare and present regular reports on quality performance, highlighting areas of strength and areas for improvement.
• Track and monitor KPIs related to quality.
• Provide constructive feedback to agents on their performance, both individually and in team settings.
• Collaborate with team leaders to address quality issues and implement corrective actions.
• Participate in calibration sessions with clients to ensure consistency in quality evaluations.
• Contribute to development and maintenance of quality standards and procedures.
• Ensure adherence to client-specific quality requirements.
• Identify opportunities for process improvement and recommend solutions.

Skills

Quality monitoring

Data analysis

Feedback delivery

Calibration

Tools

MS Excel

Job description

Probe CX in Metro Manila is seeking a Quality Assurance Analyst to listen to and evaluate recorded calls, chats, emails, and other customer interactions, and assess agent performance against client requirements and quality standards.

You will collect data, prepare regular reports on KPIs, provide constructive feedback, participate in calibration sessions, drive process improvements, and ensure compliance with SOPs and client policies.