BPO Quality Analyst
- Makati City, Metro Manila
- Permanent
- Full-time
- Develop and implement quality assurance standards and processes
- Conduct regular audits to evaluate agent performance and compliance with established protocols
- Identify areas for improvement and provide actionable feedback to agents and management
- Create and maintain comprehensive documentation of quality-related processes and procedures
- Collaborate with teams to develop and deliver training programs to enhance quality and performance
- Stay updated with industry trends and best practices to continually improve quality assurance processes
- Previous experience as a Quality Assurance Specialist or similar role in a BPO environment
- Strong analytical and problem-solving skills
- Excellent attention to detail
- Ability to thrive in a fast-paced and dynamic work environment
- Excellent verbal and written English skills
- Proficient in using quality assurance software and tools
- Willing to work onsite in Makati
- Amenable working night shift
- Competitive salary and benefits
- Health Insurance with free dependents*
- 10%-night differential
- Attendance Bonus
- Paid time off
- Convertible to cash leave credits
- Performance Appraisal
- Work-life balance
- A focus on growing your career path with us
- We encourage you to follow your passions and learn new skills
- Strong culture and values-driven leadership
- We create opportunities for you to learn and grow at any stage of your career
- Continuous learning and innovation
- We foster an all inclusive environment where everyone thrives