Quality Assurance Analyst

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Summary

The Quality Assurance Analyst (QA) in a BPO setting is responsible for ensuring that customer interactions and back-office transactions meet established quality standards and client expectations. The QA will monitor and evaluate performance provide feedback and recommend process improvements to enhance overall service delivery.

Work Nature: BPO
Shift: Graveyard - Pacific hours
100% Remote

Key Responsibilities

Monitoring and Evaluation
- Listen to recorded or live calls and review digital interactions (e.g. emails chat social media) to assess quality and compliance with policies and procedures.
- Score interactions based on predefined quality metrics (e.g. accuracy tone adherence to script compliance etc.).
Reporting and Feedback
- Document findings and maintain quality reports dashboards and scorecards.
- Provide timely constructive feedback to agents and team leaders for continuous improvement.
- Identify trends in errors or performance gaps and communicate them effectively to stakeholders.
Quality Framework and Process Improvement
- Collaborate with the management team to create and implement quality standards guidelines and checklists.
- Recommend process changes or system enhancements to improve efficiency reduce errors and meet customer satisfaction targets.
- Participate in calibration sessions with the training and operations teams to ensure alignment on quality parameters.
Training and Development
- Work closely with trainers and team leaders to identify learning needs based on quality data and performance metrics.
- Assist in designing or revising training materials manuals and modules related to quality and compliance.
- Conduct quality workshops or refresher training to address specific performance gaps.
Compliance and Risk Management
- Ensure adherence to client-specific guidelines legal requirements and industry standards (e.g. data privacy regulatory compliance).
- Escalate issues related to compliance breaches or high-risk deviations to the appropriate stakeholders for immediate action.
Performance Analysis and Reporting
- Analyze daily weekly and monthly performance metrics for insights on quality performance trends.
- Present periodic reports to management highlighting key findings improvement plans and results of implemented actions.
Customer Satisfaction Initiatives
- Support and track initiatives aimed at increasing customer satisfaction (CSAT) Net Promoter Score (NPS) or other relevant metrics.
- Suggest improvements to scripts knowledge bases and support tools to enhance the customer experience.

Qualifications and Requirements

Education: Bachelors degree in any field (preferred).
Experience:
- 1-3 years of experience in a quality assurance role preferably in a BPO/call center environment.
- Proven track record of evaluating calls chats or back-office processes for quality and compliance.
Skills/Competencies:
- Excellent communication: Ability to provide clear concise and constructive feedback.
- Analytical mindset: Skilled in interpreting data and spotting trends or anomalies.
- Attention to detail: Precise in identifying errors or policy deviations.
- Technical proficiency: Familiarity with quality monitoring tools CRM systems MS Office Suite (Excel PowerPoint Word) and reporting software.
- Interpersonal skills: Strong team player who can work cross-functionally (operations training etc.).
- Problem-solving: Capable of identifying root causes and contributing to effective process improvements.
- Time management: Able to handle multiple tasks prioritize and meet deadlines.

Working Conditions

Schedule: Flexible to work in rotational shifts or weekend shifts depending on business needs.
Environment: Fast-paced contact center setting; remote/hybrid arrangements may be possible.

Why Join Us

Opportunity to play a key role in improving customer satisfaction and agent performance.
A collaborative environment that encourages process optimization and innovation.
Competitive salary and benefits package including health insurance paid time off and career development programs.

Job Summary The Quality Assurance Analyst (QA) in a BPO setting is responsible for ensuring that customer interactions and back-office transactions meet established quality standards and client expectations. The QA will monitor and evaluate performance provide feedback and recommend process improvem...

Job Summary

Key Responsibilities

Monitoring and Evaluation
- Listen to recorded or live calls and review digital interactions (e.g. emails chat social media) to assess quality and compliance with policies and procedures.
- Score interactions based on predefined quality metrics (e.g. accuracy tone adherence to script compliance etc.).
Reporting and Feedback
- Document findings and maintain quality reports dashboards and scorecards.
- Provide timely constructive feedback to agents and team leaders for continuous improvement.
- Identify trends in errors or performance gaps and communicate them effectively to stakeholders.
Quality Framework and Process Improvement
- Collaborate with the management team to create and implement quality standards guidelines and checklists.
- Recommend process changes or system enhancements to improve efficiency reduce errors and meet customer satisfaction targets.
- Participate in calibration sessions with the training and operations teams to ensure alignment on quality parameters.
Training and Development
- Work closely with trainers and team leaders to identify learning needs based on quality data and performance metrics.
- Assist in designing or revising training materials manuals and modules related to quality and compliance.
- Conduct quality workshops or refresher training to address specific performance gaps.
Compliance and Risk Management
- Ensure adherence to client-specific guidelines legal requirements and industry standards (e.g. data privacy regulatory compliance).
- Escalate issues related to compliance breaches or high-risk deviations to the appropriate stakeholders for immediate action.
Performance Analysis and Reporting
- Analyze daily weekly and monthly performance metrics for insights on quality performance trends.
- Present periodic reports to management highlighting key findings improvement plans and results of implemented actions.
Customer Satisfaction Initiatives
- Support and track initiatives aimed at increasing customer satisfaction (CSAT) Net Promoter Score (NPS) or other relevant metrics.
- Suggest improvements to scripts knowledge bases and support tools to enhance the customer experience.

Qualifications and Requirements

Education: Bachelors degree in any field (preferred).
Experience:
- 1-3 years of experience in a quality assurance role preferably in a BPO/call center environment.
- Proven track record of evaluating calls chats or back-office processes for quality and compliance.
Skills/Competencies:
- Excellent communication: Ability to provide clear concise and constructive feedback.
- Analytical mindset: Skilled in interpreting data and spotting trends or anomalies.
- Attention to detail: Precise in identifying errors or policy deviations.
- Technical proficiency: Familiarity with quality monitoring tools CRM systems MS Office Suite (Excel PowerPoint Word) and reporting software.
- Interpersonal skills: Strong team player who can work cross-functionally (operations training etc.).
- Problem-solving: Capable of identifying root causes and contributing to effective process improvements.
- Time management: Able to handle multiple tasks prioritize and meet deadlines.

Working Conditions

Schedule: Flexible to work in rotational shifts or weekend shifts depending on business needs.
Environment: Fast-paced contact center setting; remote/hybrid arrangements may be possible.

Why Join Us

Opportunity to play a key role in improving customer satisfaction and agent performance.
A collaborative environment that encourages process optimization and innovation.
Competitive salary and benefits package including health insurance paid time off and career development programs.