Quality Auditing Analyst

Agile Consulting & Services Inc.; Taguig; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Performance Bonus

Holiday Gifts

13th Month Pay

Office Parties

Job summary

Agile Consulting & Services Inc. is seeking a Customer Service Quality Analyst – iGaming to monitor and improve the quality of customer service interactions across multiple channels from Taguig.

The role ensures CSRs follow policies, standards, and iGaming procedures while delivering accurate and professional support to players. The ideal candidate will have 2–3 years in Customer Service or BPO, with strong QA experience in iGaming, excellent communication, and analytical skills.

Qualifications

• Bachelor’s degree preferred in business/communications/management or related field.
• 2–3 years in Customer Service, BPO, iGaming, or related industry.
• Quality Analyst experience in iGaming or BPO preferred.
• Strong knowledge of customer service standards and QA processes.
• Experience handling iGaming player support, payments, accounts, and promotions is an advantage.

Responsibilities

• Monitor and evaluate customer interactions across live chat, email, phone, and other channels.
• Conduct QA audits using scorecards and performance standards.
• Ensure CSRs provide accurate information on player accounts, deposits, withdrawals, bonuses, promotions, games, and concerns.
• Check compliance with policies, procedures, and responsible gaming requirements.
• Identify errors, gaps, and recurring issues affecting satisfaction or operations.
• Provide constructive feedback and coaching to CSRs and Team Leaders.
• Calibrate QA with relevant teams to maintain standards.
• Prepare daily, weekly, and monthly QA reports and performance summaries.
• Escalate critical issues to appropriate departments.
• Coordinate with Operations, Training, Compliance, Payments, Risk/Fraud, and others as needed.

Skills

Quality Assurance

Attention to detail

Analytical thinking

Customer service knowledge

iGaming operations knowledge

Communication skills

Coaching & feedback

Problem solving

Data analysis & reporting

Teamwork & accountability

Education

Bachelor’s degree in Business, Communications, Management, or related field

Tools

Microsoft Office

Google Workspace

Job description

On-site - Taguig 1-3 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Performance Bonus, Holiday Gifts

Government Mandated Benefits

13th Month Pay, Pag-Ibig Fund, Paid Holidays

Others

Office Parties

Customer Service Quality Analyst – iGaming

Job Summary

The Customer Service Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer service interactions across multiple channels. The role ensures that Customer Service Representatives (CSRs) follow company policies, service standards, and iGaming procedures while providing accurate, professional, and efficient support to players.

Key Responsibilities

• Review and evaluate customer interactions through live chat, email, phone, and other support channels.
• Conduct regular quality audits using established QA scorecards and performance standards.
• Ensure CSRs provide accurate information regarding player accounts, deposits, withdrawals, bonuses, promotions, games, and general concerns.
• Check compliance with company policies, operational procedures, and responsible gaming requirements.
• Identify errors, process gaps, and recurring issues that may affect customer satisfaction or business operations.
• Provide constructive feedback and coaching recommendations to CSRs and Team Leaders.
• Conduct calibration sessions with QA, Operations, and other relevant teams to maintain consistent quality standards.
• Prepare daily, weekly, and monthly QA reports and performance summaries.
• Track recurring quality issues and recommend process improvements.
• Escalate critical errors, policy violations, suspicious activities, and customer-impacting issues to the appropriate department.
• Coordinate with Operations, Training, Compliance, Payments, Risk/Fraud, and other departments when necessary.
• Assist in developing and updating QA guidelines, scorecards, procedures, and training materials.
• Monitor trends in customer complaints and service quality to identify opportunities for improvement.
• Maintain confidentiality and properly handle sensitive player and company information.
• Perform other quality-related tasks assigned by management.

Qualifications

• Bachelor’s degree in Business, Communications, Management, or a related field is preferred.
• At least 2-3 years of experience in Customer Service, BPO, iGaming, or a related industry.
• Previous experience as a Quality Analyst in an iGaming or BPO environment is preferred.
• Strong knowledge of customer service standards and quality assurance processes.
• Experience handling or reviewing iGaming player support, payment, account, and promotional concerns is an advantage.
• Strong analytical and attention-to-detail skills.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office and/or Google Workspace.
• Ability to work independently and meet deadlines.
• Willing to work on shifting schedules, weekends, and holidays.
• Quality Assurance & Attention to Detail
• Analytical and Critical Thinking
• Customer Service Knowledge
• iGaming Operations Knowledge
• Communication Skills
• Coaching & Feedback
• Problem Solving
• Compliance Awareness
• Data Analysis & Reporting
• Teamwork and Accountability

Key Performance Indicators (KPIs)

• QA Accuracy and Audit Completion
• Quality Score / QA Score
• Error Detection and Reporting
• Compliance and Policy Adherence
• Coaching/Feedback Effectiveness
• Customer Satisfaction Impact
• Report Accuracy and Timeliness
• Calibration Consistency