Quality Analyst

Job Title: Quality Analyst

Job Summary:

The Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure adherence to company standards and service quality. This role plays a key part in improving customer satisfaction by providing feedback, identifying training needs, and supporting the continuous improvement of call center operations.

Key Responsibilities:

• Monitor and assess inbound and outbound calls, emails, or chats to evaluate the quality of service provided by agents.
• Ensure compliance with internal policies, scripts, and industry regulations.
• Provide timely and constructive feedback to agents and team leaders.
• Document and report quality trends, performance gaps, and improvement opportunities.
• Collaborate with the training and operations teams to address performance issues.
• Contribute to the development and refinement of QA scorecards, procedures, and guidelines.
• Support efforts to enhance customer experience and operational effectiveness.

Qualifications:

• Bachelor's Degree
• At least 5 years experience in a call center environment, preferably in a QA or supervisory role.

Work Arrangement & Compensation:

• Work Schedule: Dayshift, 8:00 AM to 5:00 PM (Monday to Friday)
• Work Setup: Full Onsite
• Location: Ortigas, Pasig City
• Salary: Up to PHP 55,000 basic monthly