Quality Assurance Analyst

About the roleWe are looking for a skilled Quality Assurance Analyst to become part of our dynamic team. This full-time, remote position is located in Metro Manila and is essential for maintaining the highest customer service standards throughout the organization.

What you'll be doing

• Conduct routine quality audits on customer service calls to evaluate compliance with established processes and procedures

• Offer constructive feedback and coaching to customer service representatives to promote continuous improvement

• Analyze call data to identify trends or areas for enhancement in customer service delivery

• Work with the customer service team to create and implement quality assurance initiatives

• Record quality assurance findings and suggestions in comprehensive reports

• Promote a culture of quality and customer focus throughout the organization

What we're looking for

• Proven experience as a Quality Assurance Analyst or similar role in a call center or customer service setting

• Outstanding communication and interpersonal skills, with the ability to provide constructive feedback

• Strong analytical and problem-solving skills to identify and resolve quality issues

• Skilled in data analysis and report writing

• Comprehensive understanding of quality assurance principles and best practices

• Proven dedication to continuous improvement and nurturing a culture of quality