Location
taguig, metro manila, Philippines
Posted
June 26, 2026
Job Description
The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions for a VOICE process. The role ensures adherence to client requirements, company policies, regulatory standards, and defined SLAs while driving continuous improvement in agent performance and customer experience.
Key Responsibilities
- Monitor and evaluate customer interactions (calls, emails, chats, tickets) against defined quality frameworks and scorecards
- Ensure compliance with client guidelines, company policies, data privacy, and regulatory requirements
- Provide clear, actionable feedback and coaching to agents to improve performance and quality scores
- Identify trends, root causes, and recurring quality gaps; recommend corrective and preventive actions
- Conduct regular calibrations with Operations, Training, and Clients to ensure scoring alignment
- Prepare and publish quality reports, dashboards,...