This is a fully remote position, open to applicants in Philippines.

• Interpret, enhance, and adhere to the company's quality assurance standards.

• Document quality assurance activities through internal reporting and audits.

• Assess inbound and outbound agent interactions to ensure compliance with organizational standards.

• Conduct focused coaching sessions and provide training to team members.

• Maintain accurate audit and coaching records, highlighting "red flag" behaviors and non-compliant trends.

• Organize and participate in call calibration sessions.

• Attend leadership meetings to share agent performance feedback and implement quality management strategies.

• Identify bottlenecks, analyze performance data, and communicate actionable trends.

• Perform additional strategic tasks assigned by the Call QA Team Lead to accommodate evolving business needs.

• 2–3 years of total experience in Quality Analysis, with a minimum of 1 year focused on Sales in a voice-centric environment.

• At least 1 year of experience as an independent contractor with a dependable home office setup.

• Advanced research and analytical skills; capable of going beyond binary pass/fail results to uncover root causes.

• Exceptional attention to detail and a thorough approach to auditing complex interactions.

• Strong verbal and written communication skills, able to provide feedback that is both authoritative and consultative.

• Demonstrated ability to deliver high-quality work within tight deadlines while consistently exceeding KPIs.

• Capable of working with minimal supervision, exhibiting high levels of self-motivation and independent problem-solving skills.

• Previous experience in a formal training, floorwalking, or nesting environment.

• Advanced proficiency in Microsoft Office and Salesforce CRM logic.

• Flexible work arrangements

• Professional development

Call Quality Analyst

People also viewed