Quality Analyst - OJR

Quality Analyst - OJR

Key Responsibilities

• Quality Monitoring: Monitor and evaluate calls, chats, emails, and other customer interactions using approved QA scorecards.
• Quality Audits: Conduct regular quality audits and ensure accurate, fair, and consistent scoring.
• Agent Feedback: Provide timely, constructive, and actionable feedback to agents and Operations.
• Quality Improvement: Identify recurring quality issues, process gaps, compliance concerns, and training opportunities.
• Calibration: Participate in calibration sessions with QA, Operations, Training, and clients to ensure scoring consistency.
• Reporting & Documentation: Track and report QA performance, critical errors, compliance issues, and quality trends while maintaining accurate QA records and audit documentation.
• Escalation: Escalate critical quality, compliance, and customer-impacting issues to the appropriate leaders.
• Collaboration: Work closely with Operations and Training to develop corrective and preventive actions that improve overall quality and customer experience.

Qualifications & Requirements

• QA Experience: Experience in Quality Assurance, Quality Analysis, Customer Experience, Operations, or a related field.
• Industry Experience: Experience in multiple industries and LOBs is a PLUS.
• QA Knowledge: Basic understanding of quality assurance concepts and testing methodologies.
• Attention to Detail: Strong attention to detail with the ability to identify errors, inconsistencies, and quality gaps.
• Analytical Skills: Good analytical reasoning and problem-solving skills.
• Communication Skills: Solid written and verbal communication skills.
• Team Collaboration: Ability to work effectively with QA, Operations, Training, and other teams.
• Eagerness to Learn: Willingness to learn new tools, technologies, processes, and standard operating procedures.
• Adaptability: Ability to adapt to changing processes, requirements, and business needs.

Benefits & Perks:

• ₱20,000 Salary
• Career Growth and Development Opportunities
• HMO Coverage
• 13th Month Pay
• Government-Mandated Benefits
• Dynamic and Supportive Work Environment

WORK LOCATION:

CDO SITE – Zone 7, Bulua, Cagayan de Oro City
Near Tropical Resort / Beside Sagatech Resort

HOW TO APPLY:

Email your application to: [email protected]

Pay: Php18,000.00 - Php20,000.00 per month

Benefits:

• Free parking
• Health insurance
• Opportunities for promotion
• Paid training

Work Location: In person