Discover your 100% YOU with MicroSourcing!
Position: Quality Analyst
Location: Eastwood, Libis, Quezon City
Work setup & shift:Onsite | Shifting Schedule
Why join Microsourcing
You'll Have
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role
As a
Quality Analyst, you will:
- Monitor calls and chat transcripts to ensure agents strictly follow account policies.
- Deliver constructive feedback and performance coaching based on quality metrics.
- Design and implement formal action plans for agents falling below performance benchmarks.
- Participate in internal and external calibration sessions to align with client expectations.
- Handle complex customer escalations to ensure high resolution and retention rates.
- Review data accuracy across platforms and report on systemic order deficiencies.
What You Need
Non-negotiables
- Minimum of 5 years of professional experience in Quality Assurance or Performance Management.
- Proven expertise in monitoring both voice and digital chat channels for compliance.
- Strong analytical skills to translate quality data into structured agent coaching.
- Exceptional English communication skills for delivering feedback and managing escalations.
- Ability to work autonomously and exceed high-volume daily and weekly input targets.
Preferred Skills/expertise
- Prior experience within the payments, fintech, or fuel retail industries.
- Deep knowledge of emerging trends and product launches in the global payments market.
- Demonstrated success in managing long-term agent development and operational success.
- Proficiency in using quality monitoring software and CRM reporting tools.
- Strategic mindset for identifying root causes of recurring systemic issues.
_
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
Terms & conditions apply 
