Job Description

Quality Analyst

Department: Shared Services

Employment Type: Full Time

Location: Ormoc - Carlosta, PH

We are looking for Quality Analyst to ensure that we deliver the highest level of service, accuracy, and compliance. In this role, you will monitor and evaluate transactions, provide feedback and work closely with leaders to drive continuous improvement and achieve performance goal.

Key Responsibilities

• Review calls and interactions to assess agent performance.
• Review compliance with business rules and processes and provide timely feedback for improvement.
• Use QA scorecards to evaluate calls, emails, and chats.
• Provide feedback to improve performance.
• Analyze data to identify trends and recommend solutions.
• Work with trainers to develop coaching and training programs.
• Ensure compliance with company policies and regulations.
• Prepare reports on quality, performance, and trends.
• Join calibration sessions to maintain scoring consistency.

Skills, Knowledge & Expertise

• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication.
• Proficiency in QA tools and customer service software.
• Attention to detail and organizational skills.
• Ability to multitask and manage time effectively.
• at least 6 months BPO experience. Background in Healthcare account is a plus.
• Open to Internal Applicants.