Telco QA Specialist: CX Improvement & Calibrations

TP; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

TP is seeking a Quality Analyst to support Telco accounts. You will conduct quality audits of calls, chats, and emails, and evaluate agent performance against standards. The role requires strong analytical, coaching, and communication skills and experience in a BPO environment.

At least 2 years in QA, willingness to work onsite, and ability to handle shifting schedules are essential for success in this role.

Qualifications

• Prior experience supporting the Telco account.
• At least 2 years of Quality Analyst experience in a BPO environment.
• Experience conducting calibrations and performance reviews.
• Willing to work onsite and on shifting schedules.
• Strong analytical, coaching, and communication skills.

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

Analytical skills

Coaching skills

Communication skills

Job description

TP is seeking a Quality Analyst to support Telco accounts. You will conduct quality audits of calls, chats, and emails, and evaluate agent performance against standards. The role requires strong analytical, coaching, and communication skills and experience in a BPO environment.

At least 2 years in QA, willingness to work onsite, and ability to handle shifting schedules are essential for success in this role.