Quality Analyst

Virtual Staffing Solutions

Responsibilities

Audit customer interactions (calls, chats, and emails) based on standard QA evaluation forms and parameters.
Identify coaching opportunities, compliance risks, and procedural gaps during evaluations.
Conduct regular 1-on-1 coaching sessions with agents to provide actionable feedback.
Participate actively in internal and client calibration sessions to ensure scoring consistency.
Maintain accurate audit logs and track individual and team performance metrics daily.

Experience: Minimum of 1–2 years of hands-on experience as a Quality Analyst in a BPO setting.
Deep understanding of QA metrics, evaluation forms, auto-fail parameters, and scoring standards.
Strong analytical, active listening, and problem-solving skills.
Clear written and verbal communication skills with strong attention to detail.
Must be fully willing to work on-site at our Ormoc site on rotating shifts.