BPO - Quality Analyst (Hybrid Setup)
Confidential
Posted: March 5, 2026
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Quick Summary
Directly reporting to Service Delivery Team Leadership, a BPO team in Paranaque City, Philippines, providing quality analysis and support to ensure agents meet KPIs, while coordinating with the Operations team and stakeholders to drive process improvements and agent coaching.
Required Skills
Job Description
Your Day-to-Day:
• Directly reporting to Service Delivery Team Leadership
• Partner with Operations to ensure agents meet Key Performance Indicators (KPIs)
• Email, call, & systems monitoring (side-by-side or recorded), to provide trend data to client & Unity management.
• Coordinate and facilitate coaching for agents.
• Provide Stakeholders feedback, recommendations, & action plans (w/baseline stats/reporting of effectiveness)
• Prepare & analyze internal and external quality reports for Stakeholder review/use.
• Aid trainers to roll out new processes/procedures.
• Conduct RCA (Root cause Analysis)
• Implement & take lead on QA processes for personal and professional development.
• Calibrate w/Stakeholders to ensure all processes/procedures are effective for short/long-term success.
• Support and occasionally supervise trainees & mentors, including assessing skills and knowledge.
• Contribute and document individual data for all QA related activities in Asana platform & shared resources.
• A willingness, and perhaps even a passion, to use software and shared folders for accessibility of quality monitoring and other data and team performance use.
• Perform other duties as assigned by Leadership.
What you'll need:
• 1+ year experience in BPO Industry Quality Assurance or knowledge in Quality Assurance.
• Knowledge of Office products including Word, Excel, Adobe, etc.
• Experience with and desire and ability for learning and work with multiple technology platforms
• Strong English (spoken and written) communications skills.
• Excellent attention to detail and organizational abilities.
• Comfort with reporting to, and working in, the Cavite/Harton office Full Time (WFH is possible on occasion.
• Comfort with being a shared resource for the entire company.
• A sense of urgency for accurately measuring & monitoring for QA issues daily, weekly, monthly, etc., while monitoring incoming messages, and proactively owning your ongoing work for follow-up
• Willingness to learn Asana software, and others that are developed, since you must primarily report and plan in Slack & Asana (email is not used for anything other than client-facing communications).