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Probe CX

Quality Assurance Analyst

Probe CX
Philippines
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Job Description

Job Description

  • Monitoring and Evaluation:
    • Listen to and evaluate recorded calls, chats, emails, and other interactions between agents and customers.
    • Assess agent performance against established quality standards, metrics, and client requirements.
    • Evaluate process adherence and identify deviations from standard operating procedures (SOPs).
  • Data Analysis and Reporting:
    • Collect and analyze data from quality evaluations to identify trends and patterns.
    • Prepare and present regular reports on quality performance, highlighting areas of strength and areas for improvement.
    • Track and monitor key performance indicators (KPIs) related to quality.
  • Feedback and Insights:
    • Provide constructive feedback to agents on their performance, both individually and in team settings.
    • Collaborate with team leaders and supervisors to address quality issues and implement corrective actions.
  • Calibration and Standardization:
    • Participate in calibration sessions with clients and internal stakeholders to ensure consistency in quality evaluations.
    • Contribute to the development and maintenance of quality standards, evaluation forms, and procedures.
    • Ensure adherence to client-specific quality requirements.
  • Process Improvement:
    • Identify opportunities for process improvement and recommend solutions to enhance efficiency and effectiveness.
    • Participate in process improvement initiatives and projects.
    • Document process changes.
  • Compliance:
    • Ensure all interactions adhere to company and client compliance standards.
    • Stay informed of all changes to policies and procedures.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Monitoring And Evaluation
Employment Type:
Full time

About Company

Probe CX

Job ID: 148394817

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Last Updated: 26-05-2026 07:41:09 PM
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