Quality Assurance Analyst - TP Davao (For Pooling)

About the role

This is a quality assurance role focused on monitoring and evaluating customer service interactions to ensure adherence to company standards and client specifications.

Key responsibilities

• Monitor and evaluate customer service interactions through call recording reviews, quality audits, and performance assessments to ensure adherence to company standards and client specifications
• Conduct comprehensive quality assurance evaluations using established scorecards and assessment criteria, documenting findings and providing actionable feedback
• Identify coaching opportunities and performance gaps, working collaboratively with team leaders to develop targeted improvement plans for customer service representatives
• Prepare detailed quality reports and metrics analysis to track performance trends, compliance rates, and areas requiring process improvements
• Participate in calibration sessions and quality meetings to ensure consistency and standardisation of quality assessment practices across teams
• Support the development and maintenance of quality assurance documentation, including guidelines, scorecards, and training materials
• Communicate quality findings and recommendations to management and operational teams to drive continuous improvement initiatives
• Assist in identifying best practices and coaching strategies to enhance overall team performance and customer satisfaction scores

About you

• High school diploma or equivalent certification; associate or bachelor's degree in a related field is preferred
• Proven experience in quality assurance, customer service, or a related call centre environment
• Strong understanding of customer service principles, call centre operations, and quality assessment methodologies
• Excellent communication skills, both verbal and written, with the ability to clearly articulate feedback and recommendations
• Proficiency in using quality assurance software, call recording systems, and Microsoft Office applications
• Attention to detail and the ability to accurately evaluate complex interactions against established criteria
• Analytical mindset with the ability to interpret data, identify trends, and generate meaningful insights
• Strong interpersonal skills with the ability to work effectively with representatives, team leaders, and management at all levels
• Ability to work independently whilst contributing effectively to a team environment
• Flexibility and adaptability to manage multiple priorities and changing requirements in a fast-paced environment