Job description
Join Premier BPO Inc., a leading business process outsourcing partner in the Philippines. We are looking for a meticulous Quality Assurance Analyst to help ensure service excellence across our campaigns. You will monitor call quality, analyze performance metrics, and drive improvements that enhance customer satisfaction and operational efficiency. This full-time role offers competitive compensation and opportunities for career growth within a dynamic, customer-centric environment. The QA Analyst will collaborate with Operations, Training, and Client teams to design effective quality programs and reporting dashboards. You will be responsible for analyzing data, identifying trends, and providing actionable insights to enhance agent performance and process quality. The role also includes preparing daily, weekly, and monthly quality performance reports for leadership and stakeholders, ensuring transparency and accountability across campaigns. If you have a keen eye for detail, strong communication skills, and a passion for quality, we would love to hear from you.
Key responsibilities include monitoring interactions, scoring quality with defined criteria, analyzing data for trends, and delivering actionable coaching and process-improvement recommendations. You will partner with Operations, Training, and Quality teams to support ongoing calibration, SOP updates, and client satisfaction objectives. We provide a collaborative environment that emphasizes integrity, efficiency, and continuous improvement.
Responsibility
- Evaluate customer interactions across phone, chat, and email channels to ensure compliance with client quality standards.
- Score calls and chats using a documented QA framework and consolidate results into clear performance metrics.
- Identify recurring quality issues and root causes; propose practical corrective actions and process improvements.
- Collaborate with Operations, Training, and Quality teams to design coaching plans and calibration sessions.
- Prepare and distribute accurate daily, weekly, and monthly QA reports for leadership and clients.
- Maintain and update QA documentation, SOPs, and scoring rubrics to reflect changing client requirements.
- Support new hire and ongoing training with timely feedback and knowledge sharing.
Qualification
- Bachelor's degree or equivalent work experience in business, communications, or a related field.
- Proven experience as a QA Analyst in a BPO or call center environment.
- Strong analytical skills with proficiency in QA tools and reporting dashboards.
- Solid understanding of call center metrics such as CSAT, AHT, FCR, and QA scoring.
- Excellent written and verbal communication skills in English.
- Detail-oriented with a proactive mindset and a passion for quality improvement.
- Ability to work in a fast-paced, target-driven setting and collaborate with cross-functional teams.