Quality Assurance Analyst | BPO

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Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.
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Job Summary Purpose:

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center employees who deal with our existing and potential customers.  The QA will monitor inbound and outbound calls, chat and email responses to assess employees' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.

Job Responsibilities:

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Job Qualifications:

• Demonstrated ability to coach for empathy and effectively manage diverse teams.
• Proven track record of achieving and exceeding KPIs and targets.
• Strong communication, interpersonal, and leadership skills.
• Ability to effectively manage and prioritize multiple tasks in a fast-paced environment.
• Experience with workforce management tools, CRM systems, and call center software.
• Excellent problem-solving and decision-making skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Flexibility to work in shifts, including evenings, weekends, and holidays, as needed.
• Experience in training and development of call center agents.
• Knowledge of industry best practices and trends.
• Familiarity with quality assurance processes and procedures.

What's in it for you?

• HMO Medical Insurance
• Dental Coverage
• Paid Vacation and Sick-Leave
• 13th-Month Pay
• Career & Leadership Development Training Programs
• Corporate Employee Discounts on Partnered Stores

WE ARE AN EQUAL OPPORTUNITY EMPLOYER
We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

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