Quality Compliance Analyst

RSD Human Resource Management Consultancy; Pasay; On-site; PHP 279,000 - 390,600; Full time

Job summary

A Business Process Outsourcing firm in Metro Manila is seeking a Quality Compliance Analyst to monitor service quality and ensure adherence to compliance requirements. This role involves evaluating customer interactions, conducting audits, and driving continuous improvement within operations. Candidates should possess a Bachelor’s degree and experience in Quality Assurance within a BPO environment. Proficiency in MS Excel and reporting tools is essential for tracking quality metrics and supporting audits.

Qualifications

• 1-2 years of experience in Quality Assurance or Compliance within a BPO/KPO/Call Center environment.
• Strong understanding of SLA/KPI management.
• Experience in call monitoring and transaction quality auditing.

Responsibilities

• Monitor and evaluate customer interactions for quality and compliance.
• Ensure adherence to regulatory requirements.
• Identify gaps and implement Corrective and Preventive Actions.

Skills

Quality Assurance

Compliance Management

SLA/KPI Management

Data Protection

Report Generation

Call Monitoring

Education

Bachelor’s degree in Business Administration or related field

Tools

MS Excel

QA software

Reporting tools

Job description

Position Overview

The Quality Compliance Analyst in a Business Process Outsourcing (BPO) environment is responsible for monitoring service quality, ensuring regulatory and contractual compliance, and driving continuous improvement across customer support and back-office operations. The role ensures adherence to client SLAs, internal quality frameworks, data protection standards, and industry regulations.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, chats, emails, tickets) for quality and compliance
• Conduct regular quality audits aligned with client SLAs and KPIs
• Ensure adherence to regulatory requirements (e.g., data privacy, financial regulations where applicable)
• Track quality scores, compliance metrics, and performance trends
• Identify gaps and implement Corrective and Preventive Actions (CAPA)
• Calibrate with Operations and Training teams to maintain scoring consistency
• Support internal and external audits (client audits, certification audits, regulatory reviews)

Required Qualifications

• Bachelor’s degree in Business Administration, Management, or related field
• 1-2 years of experience in Quality Assurance or Compliance within a BPO/KPO/Call Center environment
• Strong understanding of SLA/KPI management
• Experience in call monitoring and transaction quality auditing
• Familiarity with data protection and information security requirements
• Proficiency in MS Excel, reporting tools, and QA software