Quality Analyst
- Pasig City, Metro Manila
- ₱30,000-32,000 per month
- Permanent
- Full-time
- Monitor outbound sales calls to ensure adherence to sales scripts, pitch structure, compliance policies, and quality standards.
- Score interactions using the company's QA scorecard and identify areas for improvement.
- Deliver actionable feedback and collaborate with Team Leads and Coaches to improve agent performance.
- Track common objections, sales behaviors, and call outcomes to identify trends and training needs.
- Conduct QA calibration sessions with TLs, coaches, and QA peers to ensure scoring consistency.
- Prepare and present QA reports and insights to leadership for performance improvement planning.
- Support the development and refinement of sales scripts, rebuttals, and quality benchmarks.
- Flag any potential compliance violations or unethical sales practices immediately.
- Minimum 4 years of QA experience in a BPO or outbound sales environment.
- Strong knowledge of sales processes, call flow, and conversion techniques.
- Excellent communication, listening, and documentation skills.
- Ability to coach and give feedback in a constructive and motivating way.
- High attention to detail and strong analytical thinking.
- Background in wireless services or telco sales is a plus.
- Competitive salary and performance-based bonuses
- Internal growth opportunities and leadership development
- Dynamic, supportive work environment
- Ongoing training on products, QA practices, and sales strategy
- Company events
- Health insurance
- Opportunities for promotion
- 8 hour shift
- 13th month salary
- Overtime pay
- Performance bonus