Job Description:
Employment Type: Full-time
Work Type: Onsite
Duration: 12 months (Annual Renewal)
Location: Manila, Philippines
Job Description: Quality Analyst - Operational Quality & Policy Governance
Profile Summary
The Quality Analyst ensures that all sales and customer-support interactions across the Client's advertiser program meet the Client's quality standards, compliance guidelines, and commercial objectives. The Quality Analyst also evaluates omnichannel interactions (voice and non-voice), verifies policy-judgment decisions, and partners with operational leaders and the Client's quality/operations teams to drive continuous improvement.
Key Responsibilities
1. Omnichannel Quality Auditing
- Evaluate customer interactions across voice (phone) and non-voice (email, chat, ticketing) channels against the Client's quality-scoring rubrics, using sampling, live monitoring, and review of approved system records.
- Assess agent communication, troubleshooting accuracy, customer empathy, and tone, meeting the minimum audit volumes per agent and the quality-score targets defined by the Client.
2. Policy Compliance & Judgment Verification
- Audit complex, high-judgment cases (e.g., ad appeals, campaign-performance guidance, policy enforcement) to ensure fair, accurate, consistent, and impartial application of the Client's Advertising Policies.
3. Calibration & Alignment
- Facilitate and participate in weekly quality-calibration sessions with Team Leaders, Operations Managers, and the Client's Compliance/Enablement and quality/operations teams to align on scoring standards and policy updates.
4. Root-Cause Analysis & Analytics
- Analyse audit results, customer-feedback trends, and repeat-error rates to identify systemic gaps, training needs, and operational bottlenecks, and develop quality-improvement plans for the Client's review and approval.
5. Coaching & Continuous-Improvement Support
- Provide actionable quality data and constructive feedback to Team Leaders to support targeted one-on-one agent coaching and collaborate with enablement teams to propose updates to scripts, templates, workflows, and evaluation criteria for the Client's approval in line with Best Industry Practice.
6. Quality Reporting
- Produce quality and sampling reports on the cadence required by the Client, and present quality insights and recommendations in Business Review meetings.
Candidate Profile
- Education & Experience: Preferably a college degree or equivalent diploma, with 2+ years as a Quality Analyst / QA Specialist in an enterprise BPO or technology environment, specifically supporting digital-advertising or B2B sales/support programs.
- Domain Knowledge: Strong familiarity with digital-advertising platforms (Google Ads, Meta Ads Manager, or Amazon Ads), ad-account structures, community standards, and ad policy.
- Analytical Skills: Advanced data-analysis skills (Excel / Google Sheets, CRM reporting tools, and quality-management systems).
- Communication: Excellent verbal and written English; comfortable hosting calibration meetings and presenting quality trends to program leaders.
- IT Proficiency: Proficient in the designated systems, tools, and quality/reporting applications used to deliver the Services.
- Professional Standards: Apply high ethical standards, objectivity, integrity, impartial application of Policies, cultural competency across diverse markets, and emotional resilience when evaluating interactions and verifying policy decisions.
- Language Proficiency: Minimum C1 (CEFR) English.
Important notice:
Aceolution Inc. will never request a monetary deposit for any role or project with the company, and our recruitment and sourcing teams only use @aceolution.com address when emailing candidates. Ignore aceolutions.com which is a spammer email ID doing rounds over the past few months.
