Quality Assurance Analyst
SMDigitalPhilippines only
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Opens the original posting on Himalayas.
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- WHATYOU'LL OWN
- Monitor inbound and outbound calls, emails, and chat interactions
- Evaluate teammate performance against quality standards and company guidelines
- Assess demeanor, technical accuracy, customer service delivery, and compliance
- Provide clear, constructive, and actionable feedback to teammates and team leads
- Identify trends, flag recurring issues, and recommend process improvements
- Partner with operations and leadership to continuously raise the bar
- WHOYOU ARE
- 3+ years of experience in a Quality Assurance role in a call center or BPO setting (Required)