Quality Assurance Analyst

About the Role: The Quality Assurance Analyst will monitor inbound and outbound calls and email responses to evaluate the customers' experience. You will assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies, while providing actionable feedback to call center team leaders and managers.

What You'll Do

• Score each call from 1 to 5 across different KPIs: communication, approach, resolution accuracy, and information collection.
• Find areas of opportunity for each teammate and provide real-time written feedback to the client.
• Create and manage a QA scorecard form and build a QA score dashboard to visualize performance.
• Participate in periodic (weekly) calls to provide insight into scores, trends, and suggestions.

What You Bring

• At least 3 years of Quality Assurance Analyst experience, preferably in a BPO or call center environment.
• Proficiency in Excel and the Google Suite of Apps (Docs, Sheets, Slides, GMail).
• Excellent listening, verbal, written, and interpersonal communication skills with keen attention to detail.
• A stable home office setup: 100+ Mbps internet, Core i5/16GB RAM computer, noise-canceling headset, dual monitors, and backup power/internet.

Benefits

• Monthly Company Bonus Program and Holiday Bonus.
• Paid Vacation Leave.
• Fully remote work flexibility from anywhere in the Philippines.