Quality Analyst

The Quality Analyst (QA) is responsible for auditing, ensuring compliance, and improving the quality of contact center transactions across calls, chats, and emails through live, recorded, or side‑by‑side monitoring. The QA ensures the integrity of operations by identifying potential fraud or errors, and for sales accounts, may also validate the integrity of sales calls. Additionally, the QA may assist in coaching agents and providing insights to operations teams on call trends, customer feedback, and opportunities to enhance the customer experience. They are also responsible for daily/weekly performance reports and updating QA processes in alignment with UnifyCX standards and client expectations. At times, the QA will support the training department with ongoing learning modules. As a subject‑matter expert, the QA must complete product training and certification and periodically conduct live‑call takes. The position will be based in our call center in Quezon City.

In Thi...