Quality Officer

Jobtailor; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Jobtailor in Manila, Philippines is seeking a Quality Assurance/Quality Analyst to monitor and improve call quality, ensure compliance with policies and laws, and train agents for enhanced customer service. You will analyze data, prepare reports, and partner with operations and clients to implement effective evaluation programs.

The role requires strong English communication, relevant certifications, and knowledge of QA methodologies.

Qualifications

• At least Advanced/Higher/Graduate Diploma or Bachelor's/PG/Professional degree
• Preferable 2 years of working experience in related field
• Experience in quality audit, root cause analysis, calibration, and process improvement
• Knowledge of Quality terms, tools, and methodologies
• Ability to train and develop support agents
• Excellent organizational, time management, customer service and problem-solving skills
• Excellent verbal and written communication in English and supporting market language

Responsibilities

• Perform quality audits and root cause analysis to improve service delivery
• Provide structured feedback and recommendations to address skills and behavioral gaps
• Prepare and analyze internal and external quality reports for stakeholders/clients
• Collaborate with call quality team and QA Manager to streamline QA processes
• Partner with Operations, Training, and clients to develop evaluation programs and provide actionable insights
• Use call center tools and client systems to gather data and analyze trends affecting quality
• Assist in continual improvement of the Quality Management System

Skills

Quality Audit

Root Cause Analysis

Process Improvement

Training and Development

Quality Management System

Education

Advanced Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Tools

Call Center Tools

Client Systems

Job description

• Perform channel monitoring to evaluate employees' behavior, customer service performance, and compliance with company policies and business laws and regulations
• Provide structured feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities
• Prepare and analyze internal and external quality reports for review with internal stakeholders and/or clients
• Collaborate with call quality team members and the QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and customer experience
• Partner with Operations, Training, and clients to develop and enhance evaluation programs targeted to account objectives, identify root causes, develop solutions, and provide actionable performance-improvement insights
• Use call center tools and/or client systems to gather data and analyze trends or patterns affecting quality performance
• Perform other duties assigned by management within the employment category and for effective implementation, maintenance, and continual improvement of TDCX's Quality Management System

Requirements

• Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field
• Preferable with 2 years of working experience in the related field is required for this position
• Experience in performing quality audit, root cause analysis, calibration, and process improvement initiative
• Knowledge of Quality terms, tools, and methodologies
• Demonstrated ability to train and develop new and existing support agents
• Excellent organizational, time management, customer service, and problem-solving skills while working in an environment with frequent interruptions
• Excellent verbal and written communication skills in English and the language of the supporting market

Core Competencies

Demonstrates expertise in Quality Audit, Root Cause Analysis, and Process Improvement initiatives, while effectively training and developing support agents. Proficient in analyzing quality performance data and providing actionable insights to enhance customer service delivery.

Highest-signal resume keywords

• Quality Audit
• Root Cause Analysis
• Process Improvement
• Training and Development
• Quality Management System

Hard Skills

• Quality Audit
• Root Cause Analysis
• Calibration
• Process Improvement
• Data Analysis
• Quality Terms
• Quality Methodologies

Soft Skills

• Organizational Skills
• Time Management
• Customer Service
• Problem-Solving
• Verbal Communication
• Written Communication

Certifications & Qualifications

• Advanced Diploma
• Bachelor's Degree
• Post Graduate Diploma
• Professional Degree

Industry Keywords

• Channel Monitoring
• Compliance
• Service Delivery
• Performance Improvement
• Stakeholder Engagement

Tools & Technologies

• Call Center Tools
• Client Systems