Quality Analyst

About Us:

Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

We are looking for a detail-oriented Quality Assessor with over 3 years of experience in evaluating customer interactions, improving service quality, and coaching remote agents. Skilled in performance analysis, feedback delivery, and driving continuous improvement in fast-paced, remote environments.

Key Responsibilities

Quality Monitoring & Evaluation

• Conducted regular assessments of inbound and outbound customer interactions handled by remote agents
• Evaluated performance using quality scorecards, focusing on communication, product knowledge, compliance, and call handling procedures
• Identified strengths and improvement areas, ensuring consistent service quality standards
• Documented evaluation results with clear, actionable insights

Coaching & Feedback

• Delivered timely, constructive, and motivational feedback to improve agent performance
• Conducted one-on-one coaching sessions, virtual workshops, and refresher training
• Guided agents in addressing performance gaps and achieving quality targets
• Promoted a culture of accountability, learning, and continuous improvement

Performance Analytics & Reporting

• Monitored quality metrics and trends to identify systemic issues and training needs
• Prepared weekly and monthly reports on performance, compliance, and improvement actions
• Collaborated with operations teams to enhance processes and service delivery

Stakeholder Collaboration

• Worked closely with team leads, trainers, and operations managers to align quality standards
• Participated in calibration sessions to ensure consistency across evaluations
• Recommended improvements to scripts, workflows, and customer communication guidelines

Compliance & Process Adherence

• Ensured adherence to customer service standards, brand guidelines, and regulatory requirements
• Identified and escalated high-risk behaviors and compliance issues
• Supported implementation of corrective actions to maintain service integrity

Core Competencies

• Quality Assurance & Call Evaluation
• Coaching & Performance Improvement
• Data Analysis & Reporting
• Strong Written & Verbal Communication
• Attention to Detail
• Customer Experience Optimization

Technical Skills

• Call monitoring and quality assurance tools
• CRM systems and reporting dashboards
• Microsoft Excel and data analysis tools
• Knowledge of call center KPIs (AHT, FCR, CSAT)

Professional Strengths

• Analytical thinker with strong problem-solving skills
• Self-motivated and able to work independently in remote environments
• Fair, objective, and consistent in evaluations
• High emotional intelligence and adaptability in dynamic settings

Work Schedule:

Must be amenable to work in shifting schedule, including night shift

Work Setup:

Hybrid set-up

Work Locations:

18th Floor, Eastwood City Cyberpark, Bagumbayan, Quezon City, 1110 Metro Manila

Note:

As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

In compliance to data privacy law, make sure that the following is included at all times:

By clicking on the I'm Interested button I hereby allow Outsourced Quality Assured Services, Inc. (Outsourced) to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.