Remote Quality Assurance Analyst — Coaching & Insights

Acquire.AI; Pasig; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

HMO coverage

Yearly kickoff parties

Value Awards

Internal promotions

Leadership training

Job summary

Acquire Intelligence in Pasig City is seeking a dedicated Quality Analyst to evaluate customer interactions and support service excellence. You will monitor live and recorded calls and provide actionable coaching to agents, collaborating with Operations and Training to raise performance standards.

Ideal candidates have at least 1 year of QA experience in BPO or CX, strong analytical and communication skills, and proficiency in Microsoft Office.

Qualifications

• At least 1 year of quality assurance experience in BPO or CX roles.
• Excellent analytical and coaching skills.
• Strong judgment, objectivity, and attention to detail.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Strong communication and interpersonal skills.
• Ability to handle multiple campaigns and shifts as needed.
• Knowledge in CRM/KRM tools is a plus.

Responsibilities

• Monitor live or recorded agent interactions (voice and non-voice) for compliance.
• Conduct coaching sessions and certify new hires prior to Ops endorsement.
• Report daily/weekly/monthly quality trends with analysis and action items.
• Identify improvement opportunities and escalate critical errors.
• Collaborate with stakeholders on calibration sessions and QA rollouts.
• Handle disputes on evaluations and contribute to performance reviews.

Skills

Quality assurance

Analytical thinking

Coaching

Attention to detail

Microsoft Excel

Communication

Multi-campaigns

Tools

CRM tools

Job description

Acquire Intelligence in Pasig City is seeking a dedicated Quality Analyst to evaluate customer interactions and support service excellence. You will monitor live and recorded calls and provide actionable coaching to agents, collaborating with Operations and Training to raise performance standards.

Ideal candidates have at least 1 year of QA experience in BPO or CX, strong analytical and communication skills, and proficiency in Microsoft Office.