Quality Assurance Analyst - TP Baguio (For Pooling)

About the role

Teleperformance is seeking a Quality Assurance Analyst to join our growing team in Baguio City, Benguet. This is a full-time position that plays a crucial role in maintaining and enhancing the quality standards of our customer service operations. As a Quality Assurance Analyst, you will be responsible for evaluating, monitoring and improving the performance of our call centre operations, ensuring that we consistently deliver exceptional service to our clients. This position is integral to our commitment to operational excellence and customer satisfaction.

Key responsibilities

• Monitor and evaluate customer service interactions through call recordings, chat logs and other communication channels to ensure compliance with quality standards and client specifications
• Complete detailed quality assurance evaluations using standardised scoring tools and methodologies
• Provide constructive feedback to agents on their performance, highlighting strengths and areas for improvement
• Identify recurring issues and trends in agent performance and escalate concerns to management
• Conduct quality audits and generate comprehensive reports on team and individual performance metrics
• Collaborate with training teams to develop coaching and training programmes based on quality findings
• Ensure adherence to client requirements, company policies and industry regulations across all interactions
• Maintain accurate documentation of quality assessments and maintain confidentiality of sensitive information
• Participate in calibration sessions to ensure consistency in quality scoring standards
• Support continuous improvement initiatives and contribute to process optimisation efforts

What we're looking for

• High school diploma or equivalent; further education or relevant certifications are advantageous
• Proven experience in a quality assurance, customer service or call centre environment
• Strong analytical skills with the ability to interpret data and identify performance trends
• Excellent communication skills, both written and verbal, with the ability to provide clear and constructive feedback
• Proficiency in Microsoft Office applications and familiarity with call centre management systems
• Attention to detail and the ability to maintain accuracy whilst reviewing multiple interactions
• Strong interpersonal skills and the ability to work collaboratively with agents and management
• Knowledge of customer service best practices and industry standards
• Ability to work in a fast-paced environment and manage multiple priorities effectively
• Reliability and commitment to maintaining consistent performance standards