Quality & Compliance Analyst (Remote - International BPO)

EmpowerU Inc; Mandaluyong; À distance; PHP 391 000 - 446 000; Plein temps

Avantages offerts par ce poste

Remote work flexibility

Exposure to international teams

Career progression

Résumé du poste

EmpowerU Inc. is seeking a seasoned Quality & Compliance Analyst to join our operations team in a fast-paced, performance-driven environment.

You will monitor customer interactions, improve sales quality, and ensure compliance across front-end event processes and back-end sales operations. The role involves coaching agents, working with remote and international teams, and delivering actionable insights to enhance processes and conversions.

Qualifications

• Minimum 5+ years experience in Quality Assurance, Compliance, and Call Centre Operations.
• Experience with CRM systems (GoHighLevel, Salesforce) and call monitoring tools is preferred.
• Experience working with remote or offshore teams is beneficial.

Responsabilités

• Monitor and audit customer interactions across calls, chat, emails, and CRM activity.
• Identify compliance risks and ensure adherence to SOPs and standards.
• Provide coaching to agents and collaborate with team leaders to improve performance.
• Prepare QA reports and dashboards; analyze trends in performance and compliance.
• Oversee remote/offshore teams to maintain consistent QA standards.

Connaissances

Quality Assurance

Compliance

Call Centre Operations

Outils

GoHighLevel

Salesforce

Aircall

RingCentral

Description du poste

Founded in November 2019, EmpowerU, Inc. has rapidly evolved from its origins within a leading global brand's tele-service support group to become a standalone entity renowned for its exceptional service delivery. Our organization is driven by a culture that emphasizes resilience, excellence, and a strong sense of community. We prioritize the well-being and professional development of our team members, treating each one as a valued internal client. This approach ensures excellence in service delivery and fosters meaningful relationships with all stakeholders.

Core Values:

EmpowerU, Inc. is anchored in four fundamental values, known as the 4Cs: Care, Communication, Camaraderie, and Commitment. These principles guide our interactions with clients and among team members, ensuring a cohesive and supportive work environment.

Care: Our dedication to exceeding client and stakeholder expectations is paramount.

Communication: We maintain transparent and continuous communication to provide exceptional support.

Camaraderie: We foster a culture of inclusivity and unity, making our workplace feel like a second home.

Commitment: Our unwavering pursuit of excellence defines our approach to every task.

About the Role

We are looking for an experienced Quality & Compliance Analyst to join our operations team. This role is key to ensuring high standards of quality, compliance, and performance across our sales and customer support teams.

You will be responsible for monitoring customer interactions, improving sales quality, and ensuring compliance across both front-end event processesand back-end sales operations.

This is a hands-on role in a fast-paced, performance-driven environment with exposure to remote and international teams.

Key Responsibilities

Quality Assurance & Monitoring

• Review and audit sales calls, support calls, live chat, emails, and CRM activity
• Monitor back-end sales call performance, including script adherence, conversion quality, and compliance
• Ensure accuracy of front-end event recording uploads and lead tracking
• Evaluate end-to-end customer journey quality from lead generation to conversion

Compliance & Risk Management

• Conduct compliance audits across all customer interactions
• Identify risks such as policy breaches, mis-selling, documentation gaps, and process failures
• Ensure adherence to internal SOPs, scripts, disclosures, and company standards
• Maintain accurate QA records, reports, and audit trails

Coaching & Performance Support

• Provide structured feedback and coaching to agents
• Work closely with team leaders to improve performance and consistency
• Identify training gaps and recommend coaching improvements

  Reporting & Insights

  • Prepare daily, weekly, and monthly QA reports
  • Analyse trends in agent performance, compliance, and sales effectiveness
  • Provide actionable insights to improve processes and conversion rates
  • Support development of QA dashboards and KPI tracking systems

  Remote Team Oversight

  • Monitor and evaluate performance of remote/offshore teams
  • Ensure consistent QA standards across all locations
  • Conduct virtual coaching and feedback sessions
  • Maintain accountability in distributed team environments

  What We’re Looking For

  Experience:

  • Minimum 5+ years experience in Quality Assurance, Compliance, and Call Centre Operations
  • Strong background in sales QA, Telesales, Client Services and Technical Support environments preferred
  • Experience with CRM systems (GoHighLevel, Salesforce, or similar)
  • Familiarity with call monitoring tools (Aircall, Ring Central, etc.)
  • Experience working with remote or offshore teams

  Key Competencies:

  • Strong attention to detail and analytical thinking
  • Excellent communication and coaching skills
  • Strong understanding of sales processes and customer journeys
  • Ability to identify compliance and operational risks
  • High level of accountability and ownership
  • Ability to work in a fast-paced, target-driven environment
  • Strong integrity and ability to manage confidential data
  • Exposure to QA scorecards or calibration frameworks
  • Background in performance coaching or training development
  • Proficient in Microsoft Office applications, with strong working knowledge of Microsoft Excel.

  What We're Looking For:

  • High-speed, stable internet (50 Mbps+ download/upload) with a backup connection
  • Uninterrupted power supply or backup to stay online during work hours
  • This is a global role. Must be amenable to working US, UK, or AUS business hours to support cross-border collaboration
  • Open to working weekends and Philippine public holidays as needed
  • Preferably available to start as soon as possible.

  Salary & Benefits

  PHP 35,000 – PHP 40,000/month(based on experience)

  • Remote work flexibility
  • Opportunity to work with international teams
  • Exposure to sales, compliance, and operations at scale
  • Career progression