Description

Quality Assurance Analyst

Full Location: Pasig City - PH

We are looking for a detail-oriented and analytical Quality Assurance Analyst to join our contact center team. The Quality Assurance Analyst will be responsible for monitoring and evaluating the performance of agents to ensure they meet quality standards, compliance requirements, and client expectations. This role is ideal for candidates with experience in call center quality assurance processes and a keen eye for detail.

In This Role You Will

Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.
Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
Ensure compliance with client-specific guidelines, and company policies.
Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.

We Are Looking For Someone Who Has

Education: Graduate in any discipline.

Experience

1-2 years of experience as a Quality Analyst in a support process or BPO environment.
Strong understanding of customer service metrics.
Excellent verbal and written communication skills.
Strong analytical skills with the ability to identify trends and recommend solutions.
Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.
Comfortable working fixed night shifts to align with international client requirements.

Key Skills

Quality monitoring and evaluation
Communication and feedback delivery
Analytical and problem-solving abilities
Attention to detail and accuracy
Collaboration and teamwork
Time management and organization

Why join our ResultsCX team

Competitive salary package
Transport facility for night shifts
Health insurance and other employee benefits
Opportunities for career growth and skill enhancement
Supportive and dynamic work environment
Frequent Employee events, games, parties, and all-around fun in the workplace

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.