QA Analyst, Customer Service - Process & Quality Excellence
Location
manila, metro manila
Job Type
Full-time
Category
Management & Operations
Posted
June 12, 2026
- Performs regular QA evaluation of Customer Service Ops agents’ customer handling completed via Call, Live Chat, Email, Webform and Social Media
- Performs regular scrubbing or tagging of Bad CSAT cases.
- Participates or leads calibration or alignment session with the Quality Team, CS Ops Team Leads, Training Team and other Operations Support.
- Champions process excellence by being proactive in raising issues and gaps for process alignment.
- Consolidates QA evaluations for reports and analyses.
- Checks and assess the validity of CS Ops disputes on QA evaluations.
- Performs QA evaluation on cases completed by New Hires who are on Nesting phase of Process and Product Training.
- Performs regular QA evaluation of Customer Service Ops agents’ customer handling completed via Call, Live Chat, Email, Webform and Social Media
- Performs regular scrubbing or tagging of Bad CSAT c...