Quality Assurance Associate - Dayshift

Job Purpose:

Monitor and evaluate agents’ calls. Handle all quality analysis and report based from specified policies and procedures.

Specific Duties and Responsibilities:

• Monitor, evaluate, and score calls, emails, and chats.
• Provide accurate and timely weekly QA reports.
• Participate regularly in calibration sessions.
• Conduct coaching sessions and provide constructive feedback to agents.
• Conduct or lead training sessions as needed.
• Identify quality gaps and recommend appropriate action plans.
• Ensure compliance with account-specific processes, policies, and client expectations.
• Work closely with Operations and other support teams to drive continuous quality improvement.

Qualifications:

• College Level or Bachelor’s Degree in any course

• At least 1 year of Call Center/BPO experience, previous QA experience preferred

• Strong analytical skills with excellent attention to detail.

• Excellent listening, verbal, written, and interpersonal communication skills.

• Strong coaching, presentation, and problem-solving skills.

• Ability to work as a team player, meet deadlines, and manage multiple priorities.

• Flexible and adaptable to evolving QA processes, client requirements, and business needs.

• Willing and able to work onsite in Ortigas, Pasig City at least twice a week

• Can start ASAP

• Can work on a SHIFTING SCHEDULE

Enjoy the following perks:

• Basic salary plus ₱ 3,000.00 Non- taxable Allowance
• Night differential
• HMO with 2 dependents
• SL, VL, EL, and Bereavement leave
• Mental Health Day leave
• Yearly appraisal

If you have the talent and skills or know someone who might be interested, send your updated CV to [email protected]