Telco QA Analyst & Performance Coach

Teleperformance; Philippines; On-site; PHP 391,000 - 614,000; Full time

Job summary

Teleperformance Philippines is seeking a Quality Analyst to conduct quality audits on customer interactions (calls, chats, emails) and ensure compliance with Telco account standards. You will analyze performance, prepare reports, and calibrate evaluations with stakeholders to drive process improvements.

The role requires at least 2 years of QA experience in a BPO, strong analytical and coaching skills, proficiency with quality and reporting tools, and willingness to work onsite on shifting

Qualifications

• Mandatory: Prior experience supporting Telco account.
• At least 2 years of Quality Analyst experience in a BPO.
• Strong analytical, coaching, and communication skills.
• Experience conducting calibrations and performance reviews.
• Willing to work onsite and on shifting schedules.
• Proficient in quality reporting and root-cause analysis.

Responsibilities

• Conduct quality audits on customer interactions (calls, chats, and emails).
• Evaluate agent performance against quality and client standards.
• Provide timely, actionable feedback to Operations and frontline teams.
• Analyze quality trends and identify opportunities for process improvement.
• Prepare and present quality reports, calibrations, and insights to stakeholders.
• Participate in client calibrations and quality review sessions.
• Ensure compliance with account policies, procedures, and regulatory requirements.
• Partner with Operations, Training, and Leadership teams to improve customer experience and business performance.

Skills

Quality assurance

Coaching

Communication

Data analysis

Tools

Quality tools

Job description

Teleperformance Philippines is seeking a Quality Analyst to conduct quality audits on customer interactions (calls, chats, emails) and ensure compliance with Telco account standards. You will analyze performance, prepare reports, and calibrate evaluations with stakeholders to drive process improvements.

The role requires at least 2 years of QA experience in a BPO, strong analytical and coaching skills, proficiency with quality and reporting tools, and willingness to work onsite on shifting