Quality analyst

Job Description

Posted on 5 June 2025

• Monitors all interactions and ensures accuracy of the output
• Coordinates and facilitates call calibration/training sessions for vendor QA partners
• Train and certify new IQA/VQAs
• Publishes quality trends, feedback and improvement/enhancement reports
• Deal tactfully and courteously with clients
• Produce Quality reports and dashboards such as TNI, Pareto, etc.
• Drive process improvement and ensures process compliance
• Contribute to the development of the short and long term goals of the process
• Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results
• Drive first call resolution and quality initiatives in the program

• At least completed secondary education or high school level
• 3 or more years of relevant previous customer services experience (preferably in contact centers, includes time in a quality assurance role)
• 1 or more years in a quality assurance role is a big plus
• Live customer support experience (phone, chat, email, in-person, etc.) handling US based users
• Live customer support experience for users in a Spanish-speaking country is a plus
• Strong analytical, problem solving and general troubleshooting skills
• Ability to communicate technical issues in non-technical terms
• Excellent general computer skills
• Any online video platforms product knowledge and experience is a plus
• Bilingual with excellent spoken and written English and Spanish comprehension and proficiency
• Familiarity with cultural norms (specifically for Support) of a Spanish-speaking country
• Experience living in Spanish-speaking country preferred

Work location

QUEZON CITY, NCR, SECOND DISTRICT

Remarks

Name of the foreign employee intended to be hired:

• Oscar Armando Guerrero Ramirez
• Daniel Raul Mejia De Leon
• Florentina Ubenga Matomba

Apply now