Senior Quality Analyst

Client Profile : Is a long-established IT and Business Consulting company with nearly 45 years of industry experience. Known for delivering innovative technology and business solutions, the company supports clients across various sectors through process optimization, digital transformation, and high-quality service delivery.

Position : Senior Quality Analyst

Company Industry : BPO Company

Location : Alabang, Muntinlupa

Postal Code : 1781

Salary Offer : Php27,000-Php40,000

Work Schedule : Shifting Schedule

Work Set Up : Onsite

Job Requirements :

✨Bachelor’s degree holder

✨With at least 2-3 years’ experience in Quality process

✨Amenable to attend interviews

✨Willing to work onsite

✨Can start as soon as possible

Job Responsibilities :

✨ Conduct transaction and call monitoring in line with established service quality standards to ensure consistent, high-quality delivery.

✨ Provide coaching, mentoring, and constructive feedback to agents to enhance individual and team performance.

✨ Perform Root Cause Analysis (RCA) and present findings to Operations to support corrective and improvement initiatives.

✨ Identify skill and knowledge gaps, collaborating with the Training Team to develop targeted learning programs.

✨ Participate in calibration sessions to ensure fairness, accuracy, and consistency in quality evaluations.

✨ Handle transactions or calls when required to stay updated on process changes and operational needs.

✨ Conduct process audits to confirm compliance with Standard Operating Procedures (SOPs) and quality benchmarks.

✨ Share audit findings and insights during pre-nd post-shift huddles to promote transparency and continuous improvement.

Recruitment Process (Online / Face to face)

✨Initial Interview

✨Second Interview

✨Final Interview

✨Job Offer