Onsite Call Center QA Analyst — Coaching & Insights

Qualfon Philippines; Irving (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

QUALFON is seeking a Quality Assurance Analyst for onsite work at our facility in Irving. The role focuses on monitoring English communication, giving constructive feedback, and performing root-cause analyses to improve call performance.

You will coordinate QA meetings with supervisors, develop action plans, and conduct PIP for underperformers. The position emphasizes calibration, reporting, and special QA projects to support client goals.

Qualifications

• Graduate degree or equivalent required.
• At least 1 year in call center operations.
• Prior QA experience is preferred.

Responsibilities

• Evaluates English communication skills of agents.
• Provides feedback and coaching for every evaluation.
• Conducts root cause analysis.
• Coordinates with Ops Supervisors for QA meetings and RCA sessions.
• Develops action plans based on root causes.
• Conducts Performance Improvement Plans for low performers.
• Produces and submits QA reports (daily/weekly/monthly).
• Participates in internal/external calibration sessions.

Skills

Call monitoring

Feedback & coaching

Root cause analysis

QA calibration

Reporting

Training support

Education

Graduate of any 4-year degree or equivalent

1+ year in Call Center ops

Prior QA experience preferred

Job description

QUALFON is seeking a Quality Assurance Analyst for onsite work at our facility in Irving. The role focuses on monitoring English communication, giving constructive feedback, and performing root-cause analyses to improve call performance.

You will coordinate QA meetings with supervisors, develop action plans, and conduct PIP for underperformers. The position emphasizes calibration, reporting, and special QA projects to support client goals.