Quality Auditing Analyst

Bravissimo Resourcing Inc.; Manila; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading BPO company in the Philippines seeks a Quality Assurance Specialist. The role involves monitoring customer interactions, providing feedback to agents, and analyzing performance metrics to enhance service quality. Candidates should have a college degree, at least one year of QA experience, and be knowledgeable in Root Cause Analysis. Opportunities for training and compliance improvement are key aspects of this position, and candidates must be amenable to shifting schedules.

Responsibilities

• Listen to customer interactions to assess adherence to standards.
• Provide feedback to customer service agents for performance improvement.
• Review performance metrics to identify trends and improve quality.
• Ensure services comply with internal standards and regulations.
• Develop strategies to enhance service quality.
• Work with management to develop quality assurance policies.
• Maintain organized records of evaluations and agent progress.

Skills

Communication

Analytical skills

Problem-solving

Attention to detail

Coaching/Mentoring

Technical skills

Education

College degree

Minimum 1 year QA experience in a BPO setup

Knowledgeable in Root Cause Analysis

Must have blended account experience (Voice and Non‑Voice)

Shifting schedule amenable

Job description

Responsibilities

• Monitor and evaluate: Listen to and review customer interactions like calls, chats, and emails to assess adherence to company standards and policies.
• Provide feedback: Deliver constructive and detailed feedback to customer service agents to help them improve their performance and skills.
• Analyze data: Review performance metrics and other data to identify trends, pinpoint areas for improvement, and measure the effectiveness of quality initiatives.
• Ensure compliance: Make sure services and interactions comply with internal standards, client expectations, and relevant industry regulations.
• Implement improvements: Develop and implement strategies and action plans to enhance service quality and customer satisfaction.
• Collaborate and train: Work with management and training teams to develop quality assurance policies, procedures, and training programs.
• Maintain records: Keep detailed and organized records of evaluations, agent progress, and quality assurance reports.

Required Skills

• Communication: Excellent written and verbal communication skills for providing feedback and creating reports.
• Analytical skills: Ability to analyze data, identify trends, and use findings to drive improvements.
• Problem‑solving: Critical thinking skills to identify issues and develop effective solutions.
• Attention to detail: Meticulous attention to detail to ensure accuracy in evaluations and reports.
• Coaching/Mentoring: Ability to provide coaching and support to agents to help them develop.
• Technical skills: Familiarity with QA tools and basic knowledge of business metrics.

Education & Experience

• College degree.
• Minimum 1 year QA experience in a BPO setup.
• Knowledgeable in Root Cause Analysis.
• Must have blended account experience (Voice and Non‑Voice).
• Shifting schedule amenable.