Seasonal QA Analyst – Call Center Quality (Night Shift)

ResultsCX; Lapu-Lapu; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Health insurance

Transport facility for night shifts

Career growth opportunities

Job summary

ResultsCX in the Philippines is seeking a detail-oriented Quality Assurance Analyst - Seasonal to monitor live or recorded calls, ensuring adherence to quality standards, scripts, and client requirements.

You will analyze trends, prepare reports and dashboards, provide actionable feedback to agents, and collaborate with trainers to drive continuous improvement during night shifts for international clients.

Qualifications

• 1-2 years of QA experience in a support process or BPO environment.
• Proficient in quality monitoring tools, CRM, and MS Office.
• Graduate in any discipline.

Responsibilities

• Monitor live or recorded calls to ensure adherence to quality standards and scripts.
• Identify gaps in agent performance and provide actionable feedback.
• Conduct quality calibration sessions with leaders and trainers.
• Prepare detailed reports on agent performance and quality scores.
• Collaborate to design corrective action plans for underperforming agents.
• Ensure compliance with client guidelines and company policies.
• Analyse call trends and customer feedback for training needs and improvements.

Skills

Quality monitoring and evaluation

Communication and feedback delivery

Analytical and problem-solving Abil.

Attention to detail and accuracy

Collaboration and teamwork

Time management and organization

Education

Graduate in any discipline

Tools

Quality monitoring tools

CRM platforms

MS Office

Job description

ResultsCX in the Philippines is seeking a detail-oriented Quality Assurance Analyst - Seasonal to monitor live or recorded calls, ensuring adherence to quality standards, scripts, and client requirements.

You will analyze trends, prepare reports and dashboards, provide actionable feedback to agents, and collaborate with trainers to drive continuous improvement during night shifts for international clients.