BPO Quality Analyst

ISTA Solutions is a leading Business Process Outsourcing (BPO) company, providing exceptional services to clients worldwide. We are currently searching for a dedicated and experienced Quality Analyst to join our team. As a Quality Assurance Specialist, you will play a critical role in ensuring the highest level of service quality for our clients.

Responsibilities:

• Develop and implement quality assurance standards and processes
• Conduct regular audits to evaluate agent performance and compliance with established protocols
• Identify areas for improvement and provide actionable feedback to agents and management
• Create and maintain comprehensive documentation of quality-related processes and procedures
• Collaborate with teams to develop and deliver training programs to enhance quality and performance
• Stay updated with industry trends and best practices to continually improve quality assurance processes

Requirements

• Previous experience as a Quality Assurance Specialist or similar role in a BPO environment
• Strong analytical and problem-solving skills
• Excellent attention to detail
• Ability to thrive in a fast-paced and dynamic work environment
• Excellent verbal and written English skills
• Proficient in using quality assurance software and tools
• Willing to work onsite in Makati
• Amenable working night shift

Benefits

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives