Quality Analyst (Manila)

Role Overview

We are seeking a seasoned Quality Analyst to ensure service excellence by monitoring, evaluating, and improving employee performance. You will be responsible for assessing customer interactions, identifying trends, and providing actionable feedback to maintain high -quality standards. The ideal candidate is a detail -oriented professional with a strong background in the BPO industry.

Key Responsibilities

• Interaction Monitoring: Evaluate calls, emails, and chats to ensure strict compliance with company standards and client policies.
  

• Performance Coaching: Provide detailed, constructive feedback and coaching sessions to agents to enhance customer satisfaction (CSAT) and KPIs.
  

• Data Analysis: Collaborate with the Training & Quality Manager to identify performance trends and root causes for improvement.
  

• Reporting: Maintain accurate quality dashboards, performance tracking records, and weekly/monthly reports.
  

• Process Improvement: Assist in developing evaluation forms and quality guidelines; recommend enhancements to streamline service delivery.
  

• Calibration: Lead and participate in regular calibration sessions with Operations to ensure consistency in scoring.
  

Requirements

• Experience: Minimum of 3 years of Quality Assurance experience specifically within the BPO or Call Center industry.
  

• Analytical Skills: Strong ability to interpret data and translate it into actionable coaching points.
  

• Communication: Exceptional verbal and written communication skills (English proficiency is a must).
  

• Technical Proficiency: Skilled in using quality monitoring tools (e.g., Nice, Verint, or similar) and MS Office (Excel/Google Sheets).
  

• Industry Knowledge: Experience in Healthcare -specific campaigns is a significant advantage.
  

• Adaptability: Comfortable working a fixed night shift to align with US business hours.
  

Working Conditions

• Shift: Night Shift / Rotating shift (US Time Zone).
  

• Setup: Onsite at Makati City.
  

• Type: Full -time permanent position.