Quality AnalystSplace BPO

We are looking for a detail-oriented and objective Quality Analyst to support the ongoingimprovement of our Customer Support team. This role is responsible for evaluating agentperformance, ensuring consistency across all customer interactions, and identifyingopportunities to enhance service quality. The ideal candidate will have a strong understanding ofquality standards within a contact center environment and a passion for driving continuousimprovement.Key Responsibilities
Conduct regular quality audits of customer interactions across all channels (chat, email, phone).
Evaluate agent performance for accuracy, professionalism, empathy, and adherence to internal policies and workflows.
Maintain and refine quality scorecards to ensure alignment with business goals and evolving support processes.
Deliver clear, actionable feedback to agents and partner with team leads on coaching and performance development.
Identify recurring issues, knowledge gaps, or process breakdowns and recommend improvements.
Analyze quality trends and provide weekly and monthly reporting to leadership.
Collaborate with Training, Support Operations, and Product teams to enhance documentation, workflows, and training materials.
Participate in calibration sessions to ensure scoring consistency across the QA team.
Support new initiatives by assessing quality impacts and providing data-driven insights
Requirements
2-4 years of QA experience in a BPO/customer support environment.
Experience auditing customer interactions across phone, email, and chat.
Ability to evaluate agent performance for accuracy, compliance, professionalism, and empathy.
Experience using and updating QA scorecards.
Strong skills in giving clear, actionable feedback to agents and supporting coaching discussions.
Ability to identify common issues, knowledge gaps, and process problems.
Experience analyzing QA results and preparing regular quality reports.
Ability to work with Training, Operations, and Product teams to improve processes and documentation.
Experience participating in QA calibration sessions to maintain scoring consistency.
Comfortable supporting new projects by reviewing quality impacts and sharing insights.
Good communication, attention to detail, and organizational skills.
Familiarity with QA platforms (e.g., MaestroQA, Playvox, Klaus) and support systems like Zendesk or Salesforce is a plus.
Splace BPO

Davao City
₱200 per hour
Permanent
Full-time