Onsite Call Center Quality Analyst

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

OVERVIEW

This position will require onsite presence at our facility in Irving.

QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/

RESPONSIBILITIES

1. Call Monitoring

• Evaluates English communication skills of agents
• Provides feedback and coaching for every evaluation
• Conducts Root Cause Analysis
• Identifies communication barriers during call monitoring
• Sends agents to special trainings in communication skills when needed

2. Fiveaudits per agent with coaching

• Plots monitoring schedule
• Coordinates with Ops Supervisors for QA meetings with teams and Root Cause Analysis (RCA) sessions with agents
• Develops action plans based on root causes
• Conducts Performance Improvement Plan for low performers

3. Daily, Weekly , Monthly and Special Reports

• Produces and submits reports to Operations Supervisors containing evaluations and scores
• Submits Weekly RCA Report to QA Supervisor
• Updates daily reports of the department containing QA scores
• Issues Performance Improvement Process (PIP) related forms

4. Information dissemination and calibration

• Conducts and joins internal and external call calibration sessions
• Attends conference calls with the client on specific skills for calibration purposes
• Reads and disseminates important information from e-mails, Agent Support, etc.
• Discusses QA guidelines with agents
• Takes refresher courses
• Participates in meetings with QA Supervisor and whenever invited by Operations

5. Special projects

• Performs special assignments given by the immediate supervisor
• Participates in incentive programs of the QA department
• Acts as stand-ins in the absence of the Operations Supervisor in providing team assistance

QUALIFICATIONS

• Graduate of any 4-year degree or its equivalent
• At least one year experience in Call Center operations
• Prior Quality Assurance experience is preferred