Quality Analyst

1 Quality Analyst Work Setup: Onsite (Tacloban HMY) Employment Type: Full-Time, Permanent Position Overview In this role, you will evaluate customer interactions, monitor compliance and process adherence, and deliver constructive coaching feedback to drive agent performance. Key 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. Qualifications
• 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 onsite at our Tacloban site on rotating shifts. Why Join Us?