Quality Assurance Analyst | Makati
Peak Outsourcing, Inc. Makati Full-time
Peak Outsourcing:
- Great Pay - Competitive salary and benefits package.
- Great Jobs - Opportunities for career growth and development.
- Great Culture - A supportive and collaborative work environment and colleagues.
The goal is to improve the customer experience and overall quality of the operators' interactions with the visitors. The QA Analyst also plays a key role in minimizing company exposure by reducing business risk through continuous improvement of business processes and adherence to corporate policies and procedures.
Role and Responsibilities:
- Monitor and evaluate voice/non-voice transactions.
- Perform live or remote monitoring.
- Provide quality performance feedback to the operators and their immediate superiors.
- Roll out quality-related updates to operations.
- Work in partnership with the operations leadership, along with the process of disseminating the information to ensure improvements.
- Participate in calibration sessions to review performance and consistency of scoring.
- Create and implement quality guidelines for standardization.
- Support operations in case of staffing issues and be flexible enough to help out and perform as one of the support team members.
- Conduct quality root cause analysis.
- Coordinate with other departments for process implementations/improvements.
- Provide tracking and reporting of Quality Assurance metrics.
- Prepare and create reports for performance analysis.
Preferred Skills:
- Excellent oral, written, and interpersonal communication skills.
- Experience persuading the audience and front-line employees to support new initiatives.
- Exceptional listening skills.
- Problem-solving skills.
- Excellent ability to identify and analyze data for trends.
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Job Description
Posted on 27 August 2025
POSITION TITLE: QUALITY ASSURANCE SUPERVISOR (1 VACANCY)
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