Quality Analyst - OJR

URGENT HIRING: QUALITY ANALYST - OJR (CAGAYAN DE ORO CITY)

About the role

This is a Quality Assurance role focused on monitoring and evaluating customer interactions across multiple channels, conducting quality audits, and driving continuous improvement in service delivery and compliance.

Key responsibilities

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

About you

• Experience in Quality Assurance, Quality Analysis, Customer Experience, Operations, or a related field
• Basic understanding of quality assurance concepts and testing methodologies
• Strong attention to detail with the ability to identify errors, inconsistencies, and quality gaps
• Good analytical reasoning and problem-solving skills
• Solid written and verbal communication skills
• Ability to work effectively with QA, Operations, Training, and other teams
• Willingness to learn new tools, technologies, processes, and standard operating procedures
• Ability to adapt to changing processes, requirements, and business needs

Benefits & Perks:

• Competitive Salary Package (18k-20k)
• Career Growth and Development Opportunities
• HMO Coverage
• 13th Month Pay
• Government-Mandated Benefits
• Dynamic and Supportive Work Environment

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Have questions about this job post?

You may contact 09292387477 and look for Frenz.