Sales BPO QA Analyst — Elevate Customer Experience

Concentrix; Quezon City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Concentrix in Metro Manila is seeking a Mid-Level Sales BPO Quality Analyst to join our Spark Cubao operations. You will help drive customer experience excellence and ensure process compliance across multiple channels.

The role focuses on quality audits for voice, chat, and emails, calibration with Operations, and delivering coaching to frontline teams to lift performance. International accounts experience is a plus.

Qualifications

• 1 to 2 years of proven experience as a Quality Analyst in the BPO / Contact Center industry
• Experience supporting international accounts (US / UK / Australia)
• Strong knowledge of QA frameworks, scorecards, and calibration methodology
• Proficient in QA platforms such as NICE, Verint, Five9, or similar
• Strong analytical, communication, and stakeholder management skills

Responsibilities

• Conduct quality audits across voice, chat, sales KPIs and email interactions
• Facilitate calibration sessions with Operations and Training
• Perform Root Cause Analysis (RCA) and recommend corrective and preventive actions
• Deliver coaching and feedback to frontline teams to improve performance
• Develop quality insights and reports for internal and client business reviews

Skills

Quality Assurance

QA frameworks

Scorecards

Calibration methodology

Analytical

Communication

Stakeholder management

Tools

NICE

Verint

Five9

Job description

Concentrix in Metro Manila is seeking a Mid-Level Sales BPO Quality Analyst to join our Spark Cubao operations. You will help drive customer experience excellence and ensure process compliance across multiple channels.

The role focuses on quality audits for voice, chat, and emails, calibration with Operations, and delivering coaching to frontline teams to lift performance. International accounts experience is a plus.