Overview
Quality Analyst Jobs in Pasig, National Capital Region, Philippines at TapTalent.ai
Title: Quality Analyst
Company: TapTalent.ai
Location: Pasig, National Capital Region, Philippines
About Trinity Outsourcing Solutions
Trinity Outsourcing Solutions is dedicated to connecting talented professionals with dynamic career opportunities across the world. As a trusted HR partner, Trinity offers a pathway for skilled individuals to work in roles that align with their expertise and support their career advancement. Known for fostering a supportive and growth-focused environment, Trinity provides hands-on experience and tailored opportunities for development. By prioritizing meaningful placements, Trinity enables professionals to unlock their potential and make a lasting impact within innovative companies.
The Role
Ortigas, Pasig (Onsite)
Graveyard Shifting, Canada Hours
We are looking for a Quality Analyst / Trainer to join our team and play a crucial role in maintaining high service standards and equipping agents with the tools and knowledge they need to succeed. This dual-role position combines quality assurance and training responsibilities to ensure performance excellence, compliance, and continuous improvement across the team.
Ideal candidates will have a strong BPO background, with at least 2–3 years of relevant experience in quality monitoring, coaching, and training delivery.
Responsibilities
Quality Assurance:
Monitor and evaluate agent performance against internal quality standards and client-specific requirements.
Perform regular call audits, provide objective feedback, and recommend actionable improvements.
Identify quality gaps, trends, and recurring issues, then coordinate with team leads for timely resolution.
Maintain and update QA scorecards, calibration reports, and performance summaries.
Ensure agents follow standard operating procedures (SOPs), scripts, and compliance requirements.
Training and Development:
Design, plan, and deliver effective training programs for new hires and tenured agents, covering tools, processes, product knowledge, customer service, and soft skills.
Conduct refreshers, upskill sessions, and performance-based coaching for continuous learning.
Maintain accurate and updated training documentation and learning materials.
Coordinate with leadership to align training goals with client expectations and business objectives.
Reporting and Analysis:
Generate and analyze QA reports, identifying trends, gaps, and actionable insights.
Provide recommendations to leadership for process improvements and performance optimization.
Track training effectiveness through performance assessments and feedback surveys.
Cross-functional Collaboration:
Partner with Operations, Client Services, and HR to support employee development and quality standards.
Participate in calibration sessions with internal and client stakeholders to ensure scoring alignment.
Support leadership in quality assurance projects and initiatives as needed.
Qualifications
Minimum of 2–3 years of experience in a Quality Analyst and/or Trainer role within the BPO industry.
Strong background in quality monitoring, training facilitation, and performance coaching.
Excellent verbal and written English communication skills.
Familiarity with CRM tools, QA platforms, and reporting dashboards.
Strong analytical, organizational, and documentation skills.
Experience working with US or Canadian accounts is an advantage.
Willing to work on-site and in a shifting schedule, including night shifts aligned with North American time zones.
