QA Analyst - Eastwood, Quezon City

Role Overview

As a Quality Assurance Analyst, you will play a pivotal role in ensuring operational excellence by

auditing and reviewing transactions performed by Practitioners, Agents, and Tier 1 Representatives. You will

be responsible for driving compliance, accuracy, and continuous improvement across processes. This role

requires strong analytical skills, stakeholder management, and the ability to work flexibly in shifts while

mentoring and guiding junior QA resources.

• Partner with Operations to conduct walkthroughs and gain a deep understanding of end-to-end

• Lead the design and refinement of QA parameters, control points, and attributes across workflows.
• Ensure consistent monitoring and documentation of QA activities, maintaining high standards of

• Define and validate sampling methodologies, percentages, and audit strategies prior to

• Execute quality audits (pre- and post-process) covering all agreed parameters and control points.
• Provide timely and accurate QA results, reporting daily/weekly to stakeholders and account teams.
• Collect, maintain, and validate supporting documentation/artifacts required for audits.
• Perform root cause analysis (RCA) on identified defects, collaborate with Operations to establish

• Facilitate discussions with Delivery Teams to address findings, monitor defect resolution, and

• Collaborate with Center SMEs to identify improvement opportunities and recommend process

• Build strong relationships with account stakeholders, influencing changes in sampling methods,

• Act as a mentor to junior QA analysts, providing guidance, training, and support to strengthen

overall QA capability.

• Minimum 3–5 years of combined experience in process audits, validation, and quality assurance.
• Proven track record of achieving accuracy and timeliness targets for audit reports.• Strong analytical and critical thinking skills with the ability to identify root causes and propose

• Demonstrated ability to design, build, and leverage reports for cause-and-effect analysis.
• Experience collaborating and negotiating with account leaders to drive measurable improvements.
• Ability to influence stakeholders and implement QA best practices across teams.

• Proficiency in MS Office applications and familiarity with ERP/CRM systems as an end user.
• Experience facilitating team meetings, workshops, or training sessions.
• Self-directed professional capable of working independently toward agreed goals and targets.
• Ability to thrive under tight timelines and manage multiple priorities effectively.
• Strong interpersonal and communication skills, contributing to team success w