Quality Assurance AnalystCastlekeep Holdings Inc.

CastleKeep Holdings, the holdings company of Skygo Marketing Corporation, and several other business units, is expanding and we are looking for a talented individual to fill the Quality Assurance Analyst role.
 
The Quality Assurance (QA) Analyst ensures that all customer interactions meet company quality standards and comply with regulatory requirements. The role involves monitoring calls, identifying performance gaps, coaching agents, and providing insights to improve overall service quality. QA Analyst also contributes to data-driven decision-making through performance analysis, reporting, and calibration sessions.
 
Competencies
Call Evaluation and Scoring: Monitors and scores calls against quality and compliance standards
Data Analysis: Capable of handling complex datasets, applying statistical methods, and creating effective data visualizations for more in depth analysis
Mock Call Assessment: Qualifies new hires through structured evaluation methods
Calibration and Alignment: Facilitates calibration sessions to ensure consistent quality scoring
Effective Collaboration: Cascades instructions, coordinating activities, and support smooth workplace communication
Qualifications:
College Graduate. Bachelor's Degree in any related field (Business or Mathematics) is a plus
1 to 2 years' experience in a Quality Assurance call center or phone-based customer service role
Proficiency in MS Office (Excel, Word, PowerPoint) - including charts, pivot tables, and lookup functions
Experience with customer service software or CRM platforms (e.g., Salesforce, Zendesk, HubSpot)
Familiarity with call recording systems, monitoring tools, and data management software
Previous Experience in Debt Collection or Customer Service roles is an advantage
Familiarity with debt collection procedures, including payment negotiation and account handling is an advantage
Familiarity with call handling procedures and documentation standards
Strong interpersonal skills for agent coaching and stakeholder coordination
Multilingual communication skills (Bisaya, Tagalog, English)
Work Schedule: Monday to Friday (8:00 am to 6:00 pm)
Location: Avenir Bldg. Archbishop Reyes, Cebu City, 6000
 
When you join the SKYGO family, you become a part of our dynamic and growing family as we continue to search for a competent, passionate, and happy colleague who will help us deliver the company's brand promise:
 
The Best for You!