Quality Analyst

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

📋 Description

• Oversee and assess outbound calls, lead interactions, and customer engagements according to quality standards and campaign specifications.

• Evaluate lead quality based on qualification criteria, including accuracy, intent, contact details, and specific campaign requirements.

• Perform quality checks to detect errors, inconsistencies, compliance issues, and areas for improvement.

• Rate and document agent performance utilizing QA scorecards.

• Deliver clear, objective, and actionable coaching feedback.

• Recognize recurring trends and quality gaps, and collaborate with Team Leads and Operations to develop corrective actions.

• Confirm lead information to identify invalid, incomplete, duplicate, or improperly qualified leads.

• Ensure compliance with scripts, call flows, client specifications, data-handling procedures, and campaign guidelines.

• Create and maintain QA reports that include quality scores, recurring issues, trends, and recommended actions.

• Work together with Operations, Team Leads, and campaign stakeholders to enhance lead quality and campaign effectiveness.

• Suggest improvements in processes, scripts, training, and workflows.

• Report directly to Operations Leaders.

⛳️ Requirements

• A minimum of 2 years of experience in Quality Assurance, Quality Analysis, or a comparable role within BPO, outbound sales, telemarketing, or lead generation sectors.

• Practical experience in reviewing recorded calls and assessing agent performance against established quality standards.

• Comprehensive understanding of lead generation and lead qualification processes, especially in outbound campaigns.

• Experience with QA scorecards, performance metrics, and quality monitoring tools.

• Keen attention to detail with the capability to spot inconsistencies, errors, and quality concerns.

• Exceptional English communication skills — both written and verbal — with the ability to offer clear and constructive feedback.

• Strong analytical and problem-solving abilities, with the capacity to identify patterns and translate insights into actionable recommendations.

• Ability to work autonomously while effectively collaborating with remote and international teams.

• Experience in supporting UK or US lead generation campaigns (preferred).

• Prior experience in outbound sales, telemarketing, appointment setting, or B2B/B2C lead generation (preferred).

• Familiarity with CRM systems, dialers, call recording platforms, and lead management tools (preferred).

• Experience in call scoring, lead validation, and ensuring campaign compliance (preferred).

• Proficiency with Excel, Google Sheets, or BI/reporting platforms (preferred).

• Experience in identifying coaching opportunities and partnering with Team Leads or Training teams (preferred).

• Must be based in the Philippines.

• Willingness to work UK hours.

🏝️ Benefits

• Fully remote work flexibility.

• Autonomy in your role.

• Opportunities for professional advancement.

• Collaboration with international clients and distributed teams.

• Significant professional impact on campaign quality and performance.