QUALITY ASSURANCE (QA) ANALYST

Broader Horizon Services OPC; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Government-mandated benefits (SSS,Phil

Career development opportunities

Job summary

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.

Responsibilities

• 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.

Skills

Quality Assurance

UK account experience

Analytical skills

Communication skills

Tools

Microsoft Excel

QA scorecards

Job description

WE'RE HIRING: QUALITY ASSURANCE (QA) ANALYST

Mobile & Landline Customer Service | UK Telecommunications Account

Location: AIA Center Cebu, Cebu City, Philippines

Work Arrangement: On-site

Employment Type: Full-time

Working Hours: Between 3PM PH time to 1:30AM PH time

About the Role

Broader Horizons is looking for an experienced and detail-oriented Quality Assurance (QA) Analyst to join our Mobile and Landline Customer Service Department, supporting our UK-based telecommunications account.

As a stand-alone QA function within the department, you will be responsible for independently monitoring customer interactions, evaluating agent performance, identifying areas for improvement, and ensuring that customer service standards are consistently maintained.

We currently have an established QA evaluation form and process in place. However, we welcome fresh perspectives and improvements from the successful candidate to further strengthen our quality assurance standards.

We are looking for someone who can work independently, exercise sound judgement, and take ownership of the department's quality assurance process.

Key Responsibilities

• Conduct random call monitoring and quality assessments for a team of 12 Customer Service Representatives.

• Review approximately 3–4 randomly selected calls per agent per month.

• Evaluate calls based on established quality standards, call handling procedures, compliance requirements, and client expectations.

• Utilize the company's existing QA evaluation form and scorecard when conducting call assessments.

• Review the current QA framework and recommend improvements to the evaluation form, scoring criteria, and quality monitoring process where necessary.

• Identify recurring errors, performance gaps, and areas requiring improvement.

• Provide constructive feedback and coaching recommendations to Team Leaders and will be relayed to their agents.

• Prepare and submit regular QA reports highlighting individual and overall team performance.

• Identify trends and recommend process improvements to enhance customer experience.

• Ensure agents consistently follow company policies, client procedures, and UK telecommunications standards.

• Work closely with Operations and Management to address quality-related concerns.

• Conduct regular quality calibration sessions with Operations to ensure consistency in call evaluations and scoring.

Qualifications & Requirements

• At least 2 years of experience in Quality Assurance within a BPO or Call Centre environment.

• Previous experience handling UK-based accounts is highly preferred.

• Experience in telecommunications, particularly mobile or landline services, is a strong advantage.

• Strong understanding of call quality standards, call evaluation techniques, and customer service best practices.

• Experience developing, reviewing, or improving QA scorecards, evaluation forms, and quality assurance processes is highly preferred.

• Excellent listening, analytical, and communication skills.

• Ability to identify process gaps and provide practical recommendations.

• Highly organized, detail-oriented, and capable of working independently with minimal supervision.

• Proficient in Microsoft Excel and preparing QA reports.

• Confident in providing objective feedback and communicating quality findings to Operations and Management.

What We Offer

• Competitive salary, depending on experience and qualifications.

• Government-mandated benefits (SSS, PhilHealth, and Pag-IBIG).

• A professional and supportive working environment.

• Opportunities for career development and growth.