Overview

Position: Quality Analyst
Location: Eastwood, Libis, Quezon City
Work setup & shift: Onsite | Shifting Schedule

Responsibilities

• Monitor calls and chat transcripts to ensure agents strictly follow account policies.
• Deliver constructive feedback and performance coaching based on quality metrics.
• Design and implement formal action plans for agents falling below performance benchmarks.
• Participate in internal and external calibration sessions to align with client expectations.
• Handle complex customer escalations to ensure high resolution and retention rates.
• Review data accuracy across platforms and report on systemic order deficiencies.

What You Need

Non-negotiables

• Minimum of 5 years of professional experience in Quality Assurance or Performance Management.
• Proven expertise in monitoring both voice and di...