Overview
ASAP | BPO QA Analyst | Onsite | Spark, Cubao Jobs in Quezon City, National Capital Region, Philippines at Concentrix
Title: ASAP | BPO QA Analyst | Onsite | Spark, Cubao
Company: Concentrix
Location: Quezon City, National Capital Region, Philippines
We’re Hiring | Mid-Level BPO Quality Analyst
We are expanding our Quality Assurance team and are seeking an experienced Quality Analyst to join our operations in Spark Cubao.
In this role, you will play a key part in driving customer experience excellence, ensuring compliance, and partnering with Operations to deliver continuous improvement.
Key Responsibilities:
- Conduct quality audits across voice, chat, and email interactions
- Facilitate calibration sessions with Operations and Training
- Perform Root Cause Analysis (RCA) and recommend corrective and preventive actions
- Deliver coaching and feedback to frontline teams to improve performance
- Develop quality insights and reports for internal and client business reviews
Qualifications:
- 1 to 2 years of proven experience as a Quality Analyst in the BPO / Contact Center industry
- Experience supporting international accounts (US / UK / Australia)
- Strong knowledge of QA frameworks, scorecards, and calibration methodology
- Proficient in QA platforms such as NICE, Verint, Five9, or similar
- Strong analytical, communication, and stakeholder management skills
