Quality Assurance Analyst (Customer Service)

Company Description Global Integrated Contact Facilities, Inc. (GICF) is a flexible and competitive IT-BPM company that partners with domestic and international organizations to design customized outsourcing solutions that support business goals and profitability. With more than 1,000 employees, GICF delivers cost-effective, multi-channel contact center and back-office operations across industries such as multimedia and entertainment, quick service restaurants, logistics, banking, financial services, insurance, retail, consumer business, and e-commerce. The company focuses on enabling superior customer experiences for its clients while leveraging existing infrastructure, proven processes, and high-performing specialists. Core competencies include customer care and retention, sales, back-office processing, and social media management. As a preferred outsourcing partner, GICF offers opportunities to work in a dynamic, customer-centric environment with diverse industry exposure.

Role Description The Quality Assurance Analyst (Customer Service) is a full-time, on-site role based in Metro Manila. This role is responsible for monitoring and evaluating customer interactions across various channels to ensure adherence to quality standards, compliance requirements, and client-specific guidelines. The analyst will review call recordings, chat and email communications, and back-office transactions, documenting findings and preparing detailed quality reports. Daily tasks include developing and maintaining test cases for customer service processes, performing manual testing of workflows and systems, and identifying areas for process improvement. The role collaborates closely with operations, training, and leadership teams to provide constructive feedback, support coaching initiatives, and help implement corrective actions that enhance customer experience and operational performance.

Qualifications

• Candidates should possess strong Quality Assurance and Quality Control skills, with experience in evaluating customer service performance and process compliance.
• Candidates should possess Manual Testing and Test Cases skills for assessing customer service workflows, systems, and procedures.
• Candidates should possess advanced Analytical Skills for interpreting quality data, identifying trends, and recommending actionable improvements.
• Candidates should possess excellent communication and documentation skills to deliver clear feedback, prepare reports, and collaborate with cross-functional teams.
• Candidates should possess a customer-centric mindset, strong attention to detail, and the ability to work in a fast-paced contact center environment.
• Relevant experience in quality assurance or customer service in BPO or contact center operations is preferred.
• A bachelor's degree in business, communications, information technology, or a related field is an advantage.
• Proficiency with quality monitoring tools, CRM systems, and productivity software (e.g., spreadsheets, presentation tools) is beneficial.