Quality Assurance and Control Analyst

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Quality Assurance and Control Analyst

Philippines - Operations

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As a Quality Assurance and Control Analyst, you’ll play a critical role in ensuring service excellence and compliance within the organization. You will be reporting to the QA Lead you are responsible for developing, directing, and coordinating a comprehensive QA&C program. In this role, you’ll ensure that all processes meet established standards and align with the bank’s policies and procedures.

Responsibilities

• Conduct both manual and automated customer interaction audits and prepare comprehensive quality performance reports.
• Provide actionable feedback to improve service quality.
• Represent the team in quality calibrations.
• Identify process gaps and recommend improvements.
• Conduct coaching sessions on quality issues.
• Monitor interactions and evaluate compliance.
• Analyze audit findings, track trends, and implement corrective actions.
• Ensure compliance with regulatory and quality requirements.
• Document and resolve process defects.
• Collaborate with the QA team to address issues and optimize workflows.
• Test scenarios (positive and negative) for accuracy and reliability.
• Recommend automation ideas to reduce manual effort and enhance coverage.

Qualification

• Minimum 2 years of QA experience in a call center setting.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to think outside the box and embrace innovation.
• Proficient in English and Filipino.
• Good presentation skills and a passion for coaching.
• Adaptable to hybrid work setup (WFH + Onsite).
• Interested? Send us your CV [email hidden — sign in]
• Apply for this position

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• +63 2 5322 2645
• Please note that our customer service team is available from 6:00 AM to 9:00 PM.
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