Job Expectations

• Position Type: Experienced - Mid/Senior
• Employment Type: Full-Time; Permanent (Direct Hire)
• Work Setup & Location: Onsite - McKinley Cyberpark, Taguig City
• Work Schedule: Mondays - Fridays; Night/Shifting
• Number of Headcounts: 10+ FTEs Available
• Budget: Php 45,000 - Php 55,000
• Industry: IT Consulting & Services (IT-BPO)

About the Job

We are looking for a detail-oriented Quality Analyst to join our client's Customer Care team. In this role, you will monitor, evaluate, and enhance the quality of Back Office and Voice support processes. You will conduct audits, identify knowledge gaps, and provide actionable feedback to improve team performance. Working closely with Process and Team Managers, you will analyze trends, support training initiatives, and implement continuous improvement strategies to ensure service excellence and SLA compliance.

Key Responsibilities