Quality AnalystEnshored

DUTIES AND RESPONSIBILITIESMonitor and evaluate support interactions for accuracy, professionalism, and critical thinking
Score tickets using custom rubrics that emphasize executive presence, technical fluency, and issue ownership
Provide detailed, constructive feedback to agents in partnership with Team Leads
Identify recurring issues or gaps in performance and recommend training or process updates
Conduct root cause analysis on DSATs and escalations to inform agent coaching and product feedback
Collaborate with Operations and Training on QA calibration and continuous improvement
Spearhead weekly Team QA Calibration
Generate weekly, monthly, and quarterly quality audit-related reports, which shall be sent to internal clients such as the Operations Manager and Team Leader
Ad hoc requests from clients & stakeholdersRequired Qualifications & Skills
2+ years of experience in QA, customer support auditing, or CS leadership, ideally in tech, SaaS, or B2B environment
College/university degree
Deep understanding of technical troubleshooting and multi-platform support workflows
Exceptional attention to detail, structured communication, and ability to synthesize insights
Familiarity with Zendesk, QA dashboards (e.g., Maestro, Scorebuddy), and ticket audit workflows
Experience driving performance through empathy, accountability, and structured feedback
Comfortable with fast-moving environments and shifting priorities
Work setup: Must be willing to work Onsite in Ortigas, Pasig near SM Megamall
Salary Package: 23,000-32,000 basic salary
Allowance: 2,500
Skills Allowance: 4,500
Start Date: Can start on June 1 , 2025Preferred Skills
Experience in B2B or SaaS support environments
Familiarity with VoC analysis tools or customer insights platforms
Ability to present findings in executive-ready formats
Background in coaching, training, or behavioral analysisPERKSPositive Work Environment: Join a supportive team dedicated to your success.
Competitive Compensation and Benefits: A competitive salary with additional performance-based incentives.
Compensation will be subject to review and adjustment during the transition to a new program
HMO for you and your qualified dependents + Life Insurance
Bereavement Assistance
Total of 20 Leaves Per year
Enshored

Cebu City, Cebu
₱23,000-32,000 per month
Permanent
Full-time