Position Summary:

Supports Operations in enhancing its Quality of Service through transaction and/or process audits. Reviews the performance of existing processes, highlights gaps and reports areas for improvement.

Primary Responsibilities:

- Monitor and Evaluate Customer Interactions: Review calls, chats, emails, and other support interactions against established quality standards and scorecards.
- Document findings accurately and consistently to support fair and objective evaluations.
- Provide Feedback and Coaching Support: Share clear, constructive feedback with agents and team leaders to reinforce strengths and address performance gaps.
- Support coaching sessions by identifying specific behaviors and opportunities for improvement.
- Track Quality Metrics and Trends: Analyze QA results to identify recurring issues, performance trends, and root causes affecting service quality.
- Prepare reports and summaries that help leadership make informed decisions.
- Ensure Compliance with Standards: Verify that customer interactions follow company policies, client requirements, and applicable compliance guidelines.
- Escalate quality or compliance concerns when necessary.
- Participate in Calibration and Improvement Initiatives: Join calibration sessions to maintain scoring consistency across evaluators and operational teams.
- Contribute ideas and recommendations to improve workflows, scorecards, and service delivery.

Requirements





- Bachelor’s degree (preferably with background in Statistics and Research and Testing)
- Has any QA Centric Training/Certification like TQM, Six Sigma, COPC, etc. is a plus
- One year working experience in a call center, customer service, or quality control field with impeccable performance (preferably within the Quality Assurance field). Has average to advance knowledge of Quality Control Tools and Systems.
- Proficiency with Google suite, MS Office applications (i.e. MS Word, Excel, Powerpoint), knowledge on Statistical applications like Minitab and SPSS is an advantage.
- Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.
- With strong attention to detail
- Enthusiastic and highly productive, detail oriented and quality-minded

Job Type: Full-time

Application Question(s):

- How many months or years of experience do you have in Quality Assurance, Quality Control, Call Center Operations, or Customer Service?
- Do you have any Quality Assurance, Quality Management, or Process Improvement training/certifications (e.g., Six Sigma, TQM, COPC)? If yes, please specify.
- What was your most recent monthly salary, and what is your expected monthly salary for this position?
- Are you willing to work onsite in Magdalena del Mar, Lima?

Work Location: In person

📌 QA Analyst (Magdalena del Mar)
🏢 Supportware Philippines
📍 Magdalena del Mar