Talent.com
Quality Assurance Analyst
Quality Assurance AnalystHGS Offshore Staffing Solutions (HGS OSS) • Taguig, National Capital Region, Philippines
Quality Assurance Analyst

Quality Assurance Analyst

HGS Offshore Staffing Solutions (HGS OSS) • Taguig, National Capital Region, Philippines
8 days ago
Job description
  • On-site (BGC Taguig)
  • Day 1 HMO
  • Shifting Schedule
  • Days off: Any 2 days of the week


Role Overview:

The Quality Analyst – Customer Service is responsible for monitoring and evaluating customer interactions to ensure a consistently high standard of service delivery. This role focuses on assessing the quality of calls, chats, and emails to identify improvement areas, enhance customer experience, and support the ongoing development of frontline staff.


Key Responsibilities:

  • Audit calls, chats, and emails to assess communication, accuracy, empathy, and service standards.
  • Evaluate agent performance on soft skills, resolution, and compliance; maintain audit logs and scorecards.
  • Provide constructive feedback and support coaching for performance improvement.
  • Align QA standards through calibration with peers and leaders.
  • Highlight excellent customer service behaviors and support new hire transitions.
  • Generate regular QA reports and analyze feedback to identify root causes and trends.
  • Recommend improvements to enhance service quality and customer experience.
  • Collaborate on refining scripts, SOPs, and QA tools based on findings.
  • Contribute to initiatives that drive operational efficiency and a quality-first culture.


Qualifications & Experience:

  • Bachelor’s degree in any discipline preferred.
  • Experience in a customer service or call centre environment, with at least 2-4 years in a Quality Analyst or Quality Coach role.
  • Strong understanding of customer service KPIs (CSAT, FCR, AHT, QA scores).
  • Proficiency in MS Excel and reporting tools; experience with CRM and telephony systems such as Five9 preferred.

Create a job alert for this search

Quality Assurance Analyst • Taguig, National Capital Region, Philippines

Similar jobs

Quality Analyst

Tata Consultancy Servicesnational capital region, ph

Quality Analyst – Job Description.The Quality Analyst (QA) is responsible for evaluating processes, products, and/or services to ensure they meet defined quality standards.This role identifies defe...Show more

 • Promoted

Software Quality Analyst

Computer Professionals Inc.national capital region, ph

Graduate of Business Administration, IT, Industrial Engineering, or any related courses.Has 3 years of experience as Software QA with expertise in Test Management and Automation Testing.Has at leas...Show more

 • Promoted

Quality Compliance Analyst | Healthcare | Hybrid

EXL Service Philippines, Inc.national capital region, ph

HC Line Compliance – Senior Executive to join our team.The ideal candidate will play a crucial role in performing Line Compliance initiatives and monitoring for the assigned client area.Assist in t...Show more

 • Promoted

Quality Assurance Specialist

Tata Consultancy Servicesnational capital region, ph

Conduct quality evaluations for customer support interactions and/or internal investigations.Deliver concise, comprehensive, and actionable insights following a structured format to enable continuo...Show more

 • Promoted

SDET Analyst

Enterprise Engineering Inc. (EEI)quezon city, national capital region, ph

Working Philippine time zone hours).Unit testing (familiarity with.Load and performance testing (familiarity with.End-to-end workflow testing (familiarity with.Quality Engineering & Automation.Desi...Show more

 • Promoted

Quality Assurance Test Lead

Thakral Onenational capital region, ph

This role is responsible for defining test strategy, leading multi-vendor QA teams, and ensuring end-to-end quality across functional, integration, and enterprise systems.The ideal candidate brings...Show more

 • Promoted

Outpatient Quality Analyst

Shearwater CPO® - Home of Cliniciansquezon city, national capital region, ph

Shearwater Health is a leading healthcare solutions provider, serving clients across the globe.We are dedicated to delivering high-quality, cost-effective medical coding and revenue cycle managemen...Show more

 • Promoted

Quality Assurance Analyst

High5national capital region, ph

Hiring: Quality Assurance Analyst (Contract Role).Month Contract (Potential Extension) + All Country Statutory Benefits.The organization is known for its strong focus on compliance, cutting-edge te...Show more

 • Promoted

Quality Assurance Analyst

TPnational capital region, ph

We’re Hiring: Quality Assurance Analyst (Travel Account).Are you detail-oriented and passionate about.If you enjoy analyzing performance, coaching teams, and raising the bar for service excellence ...Show more

 • Promoted

Quality Assurance Analyst

Tata Consultancy Servicesnational capital region, ph

Job Description – Quality Analyst (Treasury Management Technical Support).The TM Technical Support Quality Analyst shall be responsible for evaluating customer interactions and operational processe...Show more

 • Promoted

Quality Assurance Lead

Comrisenational capital region, ph

You’ll design, build, and maintain automation frameworks for.React/TypeScript), mobile (React Native), and API (NestJS/Python).UI, mobile, and API automation frameworks.Playwright, Selenium, Appium...Show more

 • Promoted

Quality Assurance Specialist

Jollibee Groupnational capital region, ph

Quality Assurance programs and systems in Jollibee Worldwide Services Logistics distribution operations and Incoming Inspection laboratory to support the objective of providing services and product...Show more

 • Promoted

Quality Assurance Supervisor

WNSnational capital region, ph

College Graduate / Post-Graduate.Must have at least minimum work experience of 4 years.Must have at least 2 years People Management experience in Quality.Amenable to work onsite in Bridgetowne Quez...Show more

 • Promoted

Security Testing and Assurance Analyst

Bank of Commerce (Philippines)national capital region, ph

The Security Testing and Assurance (STA) Analyst supports and executes the Bank’s technical security testing activities under the direction of the Section Head.The role provides hands-on assistance...Show more

 • Promoted

Quality Assurance Analyst

HGS Offshore Staffing Solutions (HGS OSS)national capital region, ph

Days off: Any 2 days of the week.Quality Analyst – Customer Service.This role focuses on assessing the quality of calls, chats, and emails to identify improvement areas, enhance customer experience...Show more

 • Promoted

QA/Support Analyst

IPH Limitednational capital region, ph

Quality Assurance/Support Analyst.Applications team at IPH Limited in.This role is ideal for a technically strong, detail-oriented professional with experience in data analysis, reporting, and dash...Show more

 • Promoted

BPO Senior Quality Assurance Analyst (BGC Taguig) | Onsite

TASQ Staffing SolutionsTaguig, Metro Manila, Philippines
Quick Apply

About the job: Senior Associate Quality Specialist (BGC Taguig) | Onsite.Execute transaction and call monitoring in line with the agreed service quality plan.Provide coaching and feedback to agents...Show more

Quality Analyst - BPO - Onsite Work

Confidential Careersnational capital region, ph

The Customer Experience Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Oper...Show more