Quality Analyst (Remote, Night Shift)

Your mission as a Call Team Quality Assurance Specialist is to ensure that every call made by our PH Call Team specialists meets established quality standards. Your proactive feedback and insights will be instrumental in improving call quality, increasing sales conversion, and fostering a culture of excellence within our Call Teams and across the company. 

Responsibilities: 

  • Conduct regular audits of calls to ensure quality and adherence to standards 
  • Provide regular and insightful reports on individual and team quality performances  
  • Champion quality improvements by organizing discussions and ensuring that feedback is sent to and addressed by Team Leaders 
  • Identify training needs and opportunities for skill development among Call Team members based on quality data 
  • Prepare actionable reports and escalate when necessary 
  • Drive initiatives that help improve quality overall, including reviewing existing standards for better sales conversion 

 

Requirements

  • With 1 year sales experience   
  • Passionate about quality 
  • Proactive, meticulous, and results focused 
  • Preferably with 3+ years of experience within the BPO setting 
  • Preferably with 2+ years of previous Quality Assurance experience  
  • Preferably with experience in using Salesforce