Job Responsibilities
- Conduct quality audits for voice and/or non-voice processes
- Provide constructive feedback and coaching to agents
- Analyze quality trends and recommend process improvements
- Participate in internal and client calibration sessions
- Ensure compliance with client standards and SOPs
- Generate reports and insights to support operations
Required Education, Skills, and Qualifications
- Graduate with 1–3 years of experience as a Quality Analyst (QA) in a BPO setup
- Philippines Registered Nurse (RN) – must be licensed
- Must be a US Registered Nurse (USRN); active license from any state preferred
- Strong understanding of QA frameworks and quality methodologies (e.g., PDCA)
- Ability to identify trends, patterns, and performance gaps
- Experience in calibration sessions and feedback/coaching delivery
- Proficient in MS Excel (Pivot Tables, Lookups, Dashboards) and PowerPoint
- Experience in documentation (SOPs, audit findings, agent feedback)
- Familiar with QA monitoring tools such as NICE, Verint, Calabrio, etc.
- Good English communication skills (written and verbal)
- Background in Healthcare accounts
- This is a Work From Office role in Ortigas, Pasig.
