Location: Onsite McKinley, Taguig
Salary Range: 52,000 55,000
Job Description
The Quality Analyst is responsible for ensuring high service standards through transaction monitoring, performance analysis, and continuous quality improvement initiatives. This role works closely with internal teams and clients to drive performance, address gaps, and support operational excellence.
Key Responsibilities
- Conduct transaction monitoring and provide coaching to agents to improve performance and quality outcomes
- Analyze data and assess multiple client performance metrics to identify trends, gaps, and improvement opportunities
- Drive quality initiatives by recommending and project-managing solutions in collaboration with cross-functional teams
- Review key operational drivers and metrics, including new hire performance, process defects, and quality scores
- Participate in regular client business reviews and present insights, findings, and action plans
- Support continuous improvement efforts aligned with client and organizational goals
Qualifications & Skills
- Strong verbal and written communication skills
- Solid understanding of Quality functions with proven experience in a Quality role
- Experience in transaction monitoring, quality audits, and performance analysis
- Effective conflict resolution and relationship management skills
- Ability to work cross-functionally and manage multiple priorities
