Quality Assurance Analyst (Telco) TP Alphaland

URGENT HIRING | ASAP

What You'll Do

• Monitor and evaluate inbound/outbound calls and other customer interactions (email, chat) to ensure compliance with quality standards.
• Assess sales conversations to ensure proper call flow, product positioning, and customer experience.
• Identify quality issues, trends, and improvement opportunities.
• Document evaluation results and provide actionable feedback to support agent development.
• Partner with Operations and Training teams to enhance agent performance and drive sales quality.
• Support the coaching and formal feedback process to continuously improve team performance.
• Maintain high accuracy in quality audits and reporting.
• Share best practices and insights to help improve day-to-day operational processes.

What We're Looking For

• 1–2 years experience in Quality Assurance, Call Monitoring, or Coaching in a BPO environment.
• Sales experience is a MUST (Telco sales background highly preferred).
• Strong understanding of call quality metrics, sales techniques, and customer experience standards.
• Excellent analytical, communication, and coaching skills.
• Ability to work independently and manage multiple priorities.
• Experience handling Telco accounts is a strong advantage.
• Comfortable providing constructive feedback and performance insights.