Qualifications

• At least 2nd year completed in college or a College Graduate
• Minimum of 1-2 years of experience as a QA Analyst in a BPO setup (retail domain preferred, but open to any domain)
• Strong understanding of quality monitoring processes and performance metrics
• Excellent communication and analytical skills
• Detail-oriented with the ability to provide constructive feedback and recommendations
• Must be willing to work on-site in Cebu City and on night/shifting schedules.

Key Responsibilities

• Evaluate and assess customer interactions to ensure compliance with quality standards
• Provide feedback and coaching to agents for continuous improvement
• Identify process gaps and recommend solutions to enhance customer experience
• Collaborate with operations and training teams to drive performance improvements
• Prepare quality reports and maintain...