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QA Analyst, Customer Service - Process & Quality Excellence

Company

Monee

Location

manila, metro manila

Posted

June 05, 2026

Position Overview

  • Performs regular QA evaluation of Customer Service Ops agents’ customer handling completed via Call, Live Chat, Email, Webform and Social Media
  • Performs regular scrubbing or tagging of Bad CSAT cases.
  • Participates or leads calibration or alignment session with the Quality Team, CS Ops Team Leads, Training Team and other Operations Support.
  • Champions process excellence by being proactive in raising issues and gaps for process alignment.
  • Consolidates QA evaluations for reports and analyses.
  • Checks and assess the validity of CS Ops disputes on QA evaluations.
  • Performs QA evaluation on cases completed by New Hires who are on Nesting phase of Process and Product Training.
Job Description
  • Performs regular QA evaluation of Customer Service Ops agents’ customer handling completed via Call, Live Chat, Email, Webform and Social Media
  • Performs regular scrubbing or tagging of Bad CSAT c...

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