Quality Auditing Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 260,000 - 380,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Quality Assurance Specialist in the Philippines to monitor calls, chat, and email interactions and ensure an excellent customer experience. You will learn account-specific processes and contribute to ongoing performance improvements.

In this role, you will design quality monitoring formats, compile performance data, and collaborate with team leaders to address issues. A minimum of 1–2 years in QA and a high school diploma are required.

Qualifications

• 1–2 years of experience as a quality analyst.
• Familiar with multichannel customer interactions.
• Strong attention to detail and data-driven mindset.

Responsibilities

• Quality monitoring across calls, chat, and email to uphold service standards.
• Compile and track performance data at team and individual levels.
• Identify customer needs and areas for improvement through programs.
• Perform monitoring and provide trend data to site management.
• Identify and address poor performance with team leaders.
• Coordinate call calibration sessions for staff.
• Provide feedback and coaching to leaders; lead focus groups on errors.
• Generate daily to monthly performance reports.
• Prepare internal/external quality reports for management.
• Perform other duties to support quality enhancement.

Skills

Quality Assurance

Call Center

Education

High school diploma

Job description

As a Quality Assurance Specialist, you will be required to take calls, become familiar with account-specific processes, and monitor interactions across different channels (call, chat, email). This role is integral to ensuring we provide an excellent customer experience and continuously improve performance.

Main Job Tasks, Duties, And Responsibilities

• Quality Control Design: Collaborate in the design and implementation of quality control monitoring formats and standards for call, chat, and email interactions.


• Data Management: Use quality monitoring data management systems to compile and track performance at both team and individual levels.


• Customer and Client Improvement Programs: Participate in customer and client improvement programs to identify customer needs, expectations, and areas for improvement.


• Monitoring and Reporting: Perform call, chat, and email monitoring and provide trend data to the site management team.


• Performance Management: Identify and monitor interactions with poor performance and work with team leaders to address these issues.


• Calibration Sessions: Coordinate and facilitate call calibration sessions for call center staff to ensure quality standards are maintained.


• Feedback and Coaching: Provide feedback to call center team leaders and managers, offering recommendations to improve performance. Lead coaching sessions or focus group discussions on identified critical and non-critical errors.


• Performance Reporting: Generate comprehensive performance reports (daily, weekly, and monthly) that include evaluations, sampling, defects, QA scores, etc.


• Quality Reports: Prepare and analyze internal and external quality reports for management review.


• Additional Duties: Perform other duties as assigned by management to support the team and improve overall service quality.


• At least 1-2 years experience as a quality analyst.


• At least High school graduate