Quality Analyst

Quality Analyst (3 Positions) Work Setup: Onsite (Cebu City, Philippines) 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 Cebu site on rotating shifts.