Quality Assurance Analyst

The Quality Assurance Analyst is responsible for reviewing and auditing telephone interactions to assure process compliance across the Contact Centre. The analyst will also be responsible for ensuring the accuracy of order details logged in the customer database. A Quality Assurance Analyst is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting within the Contact Centre environment.

• Analyse/audit data, voice clips, and call recordings to identify areas of service delivery that did not meet pre-established performance and compliance standards
• Investigate and resolve inaccurate order details logged in the customer database
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities with all teams and sites as needed
• Collaborate with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
• Participate in special projects and other ad hoc activities as required
• Actively participate in a continuous process improvement within the team

• Candidate must possess an Associate’s/ Bachelor’s/College Degree in any field
• Must have at least 1 – 2 years’ experience in quality inspection, auditing and call listening experience
• Exposure to a telecommunications environment would be advantageous
• Demonstrated commitment to client service and a willingness to be accountable for performance and output
• Prior experience working autonomously and effectively in a fluid, demanding and fast-paced organisation
• Knowledgeable in various Telecommunications products and services is an advantage; strong understanding of Telstra products, systems and processes is highly desirable
• Hands on experience with utilizing DBOOT and/or MNC, Helpdesk and Siebel system is highly regarded
• Experience in directing quality initiatives by requiring adherence to quality assurance policies and procedures, developing new models and implementing changes
• Professional manner and presentation
• Attention to detail and a well ordered approach to work
• Reporting skills, in particular Microsoft Excel
• Enthusiastic, prepared to use initiative, prepared to learn and self-improve
• Ability to work both autonomously, but with a very strong team ethos
• Ability to maintain high level of confidentiality
• Strong attention to detail and a well ordered approach to work.
• Ability to adapt effectively to change
• Strong command of the English language, both oral and written
• Must be willing to work full time in the night shift

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.