Quality Analyst

Pasig City, Metro Manila
Permanent
Full-time

2 months ago

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.Why Join the A-Team?Come for a career, stay for the fun!

Enjoy 14 months of pay*

HMO coverage for you and your family

Yearly Kick Off Parties with major giveaways (like the car in 2023)

Get recognized through our ‘Value Awards’

Grow your career - yes, we love to promote internally

Do meaningful work and collaborate with the best

900 promotions given each year

2,700+ leadership training courses

A Glimpse into Your New RoleThe Quality Assurance (QA) Specialist plays a crucial role in ensuring that all agent-customer interactions meet high standards of customer satisfaction. By conducting end-to-end monitoring, providing feedback, and coaching, the QA Specialist reinforces positive behaviors and corrects those that negatively impact customer experience. They are responsible for compliance with quality guidelines, performance reporting, and collaborating with internal teams to drive continuous improvement.

Monitor agent interactions (both voice and non-voice) and provide accurate evaluations.
Conduct coaching sessions to reinforce strengths and address areas of improvement.
Report on quality-related performance, including root-cause analysis and corrective actions.
Collaborate with Operations, Training, and other internal groups on quality initiatives and improvement processes.

What You’ll Bring

Analytical Skills: Ability to assess interactions and spot improvement areas.
Attention to Detail: Ensure compliance with quality guidelines in all transactions.
Communication: Deliver clear feedback and detailed performance reports.
Collaboration: Work effectively with Operations and Training teams.
Problem-Solving: Identify trends and propose solutions for quality issues.
Adaptability: Take on diverse tasks and support quality initiatives.

With a diverse global team working together, we proudly embrace and live by these shared values:

Collaboration: Brilliant jerks can be brilliant elsewhere.

Impact: Do, get it done, create impact.

Passion: Be positive, bring passion and energy.

Transparency: A transparent team can help each other.

What are you waiting for?Join the A-Team and experience the A-Life!Join the A-Team and experience the A-Life!

Acquire Intelligence

Apply Now