Quality Assurance Analyst
S
SMDigitalBPO, Call Center
Manila, PHFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisQuality Assurance
Requirements
- 3+ years of experience in a Quality Assurance role in a call center or BPO setting.
- Detail-oriented with strong analytical skills to spot patterns and insights.
- Confident and empathetic communicator capable of providing actionable feedback.
- Familiarity with QA tools, scorecards, and calibration processes.
- Ability to work independently in a remote environment.
- Flexibility with shifting schedules.
- Stable internet connection with at least 100 Mbps postpaid.
- Laptop/Computer: Minimum 16GB RAM with Intel i5 or AMD Ryzen 5 processor or higher.
- Windows users: Windows 11 OS.
- Noise-cancelling headset.
- Dual monitor setup is mandatory.
- Backup internet connection and power outage backup.
Responsibilities
- Monitor inbound and outbound calls, emails, and chat interactions.
- Evaluate teammate performance against quality standards and company guidelines.
- Assess demeanor, technical accuracy, customer service delivery, and compliance.
- Provide clear, constructive, and actionable feedback to teammates and team leads.
- Identify trends, flag recurring issues, and recommend process improvements.
- Partner with operations and leadership to continuously raise the bar.
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