Quality Analyst (BPO)

We are looking for a motivated Quality Analyst with 2–3 years of quality assurance experience in a BPO environment to join our team. The QA Analyst will be responsible for monitoring, evaluating, and improving process accuracy, compliance, and customer experience across mortgage-related transactions.

Key Responsibilities

• Perform audits of mortgage loan processing, documentation, and customer interactions (calls, emails, chats) to ensure compliance with quality standards and client requirements.
• Monitor agent performance against established KPIs and provide constructive feedback to drive improvement.
• Identify process gaps, errors, and compliance risks, and recommend corrective actions.
• Collaborate with operations, training, and compliance teams to implement quality improvement initiatives.
• Prepare and maintain quality reports, scorecards, and dashboards to track performance trends.
• Ensure adherence to mortgage industry regulations, company policies, and client-specific guidelines.
• Support calibration sessions to align quality standards across teams.

Qualifications

• Bachelor’s degree in business, Finance, or related field (preferred).
• 2–3 years of QA experience in a BPO environment, preferably supporting mortgage or financial services accounts.
• Strong understanding of mortgage processes, documentation, and compliance requirements.
• Excellent analytical and problem-solving skills with keen attention to detail.
• Proficiency in MS Office (Excel, Word, PowerPoint); experience with QA tools or CRM systems is an advantage.
• Strong communication and interpersonal skills to deliver clear, actionable feedback.
• Ability to work independently and manage multiple priorities in a fast-paced BPO setting.
• Willing to work in 1Nito or JDN Mandaue
• Can start on SEPT 7

Why Join Us?

• Be part of a growing mortgage operations team in a dynamic BPO environment
• Opportunity to develop expertise in mortgage QA and compliance
• Collaborative culture with career growth opportunities