1,647 Quality Analyst jobs in the Philippines

AMHI Development Inc. is a trusted telecommunications subcontractor affiliated with Mazwin Inc., Infius 8 Inc., and Xinofi. We specialize in delivering reliable services as a subcontractor for PLDT and Home Fiber, focusing on installation, maintenance, and repair of fiber optic networks.

Our team is committed to providing high-quality technical solutions, ensuring compliance with industry standards, and delivering excellent customer service. Through our partnerships, we support the continuous growth of fiber connectivity, helping communities and businesses stay connected in today's digital world.

The Quality Analyst is responsible for ensuring the quality and compliance of telecommunications projects under PLDT and FiberHome standards. This role involves monitoring, auditing, and validating installation, repair, and maintenance activities to ensure adherence to technical specifications, safety protocols, and customer satisfaction goals.

• Conduct site inspections and audits for installation, splicing, testing, and commissioning of fiber optic cables and related equipment.
• Validate workmanship and compliance with PLDT and FiberHome technical standards and industry best practices.
• Monitor subcontractor performance and identify non-conformances, defects, or process gaps.
• Prepare detailed quality reports, audit findings, and recommendations for corrective actions.
• Coordinate with project teams, subcontractors, and clients to ensure timely resolution of quality issues.
• Verify test results of fiber optic networks (OTDR, Power Meter, Light Source, etc.) and confirm data accuracy.
• Ensure compliance with health, safety, and environmental (HSE) standards at worksites.
• Support continuous process improvement by recommending best practices and preventive measures.
• Assist in training and mentoring teams on quality assurance procedures and technical standards.
• Maintain documentation and records of inspections, audits, and compliance reports.

• Bachelor's degree in Electronics, Communications Engineering, Information Technology, or related field (preferred).
• At least 2 years of experience in quality assurance, field audit, or network installation in the telecommunications industry.
• Strong knowledge of fiber optic networks, FTTH/FTTx systems, and telecommunications standards.
• Familiarity with PLDT and FiberHome project specifications is an advantage.
• Proficient in using fiber optic testing tools (OTDR, Power Meter, Light Source, etc.).
• Strong analytical, problem-solving, and documentation skills.
• Good communication and interpersonal skills to liaise with clients and subcontractors.
• Willing to travel and conduct on-site inspections.

Essential Functions/Core Responsibilities:

· Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

· Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

· Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices

· Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

· Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies

· Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

· Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)

· Complete phone time to keep current on programs (as applicable)

· Contribute to maintaining forms and legends documents

· Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate Profile:

· Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred

· Effective communication skills, both written and verbal

· Proficient in Microsoft Office

· Ability to multi-task and meet timelines on deliverable

· Detail-oriented

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

* Terms and conditions apply.

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a strategic and client-focused Quality Analyst to help optimize client operations, drive workforce performance, and deliver value-added solutions. You'll facilitate performance sessions, promote services, and implement targeted interventions to close gaps in client and internal teams. Join us in transforming business performance with data-driven insights and tailored solutions.

Your key responsibilities are:

Client Engagement & Performance Optimization:

• Lead monthly sessions for existing clients (91+ days) to provide insights and guidance
• Facilitate iNSCALE sessions, including Philippine Culture Orientation for Leaders
• Promote and position the full suite of GLOC services to improve client outcomes
• Provide consultative support, identifying performance gaps and offering solutions (e.g., training, process documentation, dashboards, QA, compliance audits, workforce management)
• Serve as BCP (Business Continuity Plan) contact for key clients, ensuring seamless operations during disruptions

New Client Onboarding & Support:

• Co-facilitate second sessions for new clients alongside EO and HR teams
• Design and implement value-added services such as scorecards, productivity trackers, process documentation
• Conduct Philippine Culture Orientation for Leaders to support leadership integration
• Assist the Operational Excellence Team during new client onboarding as needed

Internal Team Performance Support:

• Design and deliver tailored internal training for recruitment, client services, and sales teams
• Develop and enhance performance tools like scorecards, productivity trackers, and dashboards
• Conduct regular compliance and performance audits to identify areas for improvement and provide actionable insights

Who are we looking for?

• Bachelor's degree in Business, Organizational Development, Psychology, or related field
• Minimum 3-5 years of experience in client engagement, performance consulting, or organizational development
• Strong facilitation skills, especially in training, consulting, or performance optimization settings
• Experience in process documentation, data analytics, and developing dashboards
• Solid understanding of workforce performance management and business continuity planning
• Knowledge of Philippine work culture, especially for offshore teams
• Strong project management, analytical, and problem-solving skills
• Excellent verbal and written communication skills
• Ability to collaborate across multiple departments and with senior leadership

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks

Job Types: Full-time, Permanent

Pay: Php40, Php50,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Gym membership
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee
• Staff meals provided

Ability to commute/relocate:

• Ortigas: Reliably commute or planning to relocate before starting work (Required)

Experience:

• BPO: 3 years (Required)
• Quality Analyst: 3 years (Required)

Work Location: In person

Description:

• The ideal candidate will conduct evaluations and data analysis, collaborate across departments to develop action plans, and help enhance organizational processes. This role ensures accurate, efficient, and timely reporting to support continuous improvement and operational excellence.

Responsibilities:

• Conduct evaluations and data analysis to ensure quality standards are met
• Collaborate effectively with cross-functional teams to identify areas for process improvement
• Assist in developing and implementing action plans to enhance organizational processes
• Participate in client discussions, providing insights and clarifications as needed
• Support ongoing operational improvements to increase efficiency and effectiveness
• Ensure all reports and documentation are accurate, timely, and compliant with policies
• Work diligently to complete all assigned tasks, including overtime when necessary
• Uphold strong work ethics, punctuality, and attendance
• Use critical thinking to reason out issues based on process policies rather than emotions
• Maintain a keen eye for detail to identify discrepancies or areas of concern
• Communicate effectively with team members and clients, fostering a collaborative environment
• Stay updated on organizational processes and quality assurance best practices
• Contribute to a positive team environment with a people-oriented approach

Qualifications:

• At least 2nd year completed in college with no back subjects.
• At least 2 years BPO experience, Insurance Experience is preferred.
• At least 1 year Experience as a Quality Analyst, Retirement Experience is preferred.
• Basic to Intermediate Excel Skills (Pivot, COUNTIF, INDEXMATCH, etc…)

Qualifications:

• College degree

• 1 year QA experience for BPO setup.

• Knowledgeable in doing Root Cause Analysis

• Must have blended account experience (Voice and Non Voice)

Job Type: Full-time

Pay: Up to Php31,000.00 per month

Benefits:

• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Education:

• Bachelor's (Required)

Experience:

• QA in BPO set up: 1 year (Required)

Work Location: In person

Job Description:

• Preferably with experience as a QA
• Proficient in the following Microsoft applications: MS Word, MS Excel and MS PowerPoint
• Informing management regarding effectiveness of strategies for various accounts.
• Complying with applicable laws, regulations, policies and procedures.

Qualifications:

• Bachelor's degree holder; preferably graduate of business course
• With complete requirements
• At least 2 years of experience in QA Collections;
• Amenable to work at Mandala Park, Mandaluyong City

Quality Analyst is responsible to perform activities outlined in the Service Quality Plan and identify auditor / program level improvement opportunities. QA Analyst is required to work closely with the production resources to ensure adherence to the client and process specific requirements. Ensure that regular feedback and error sharing sessions are conducted to avoid repetition of errors and help improve overall performance. Other activities of the quality analyst include – reporting, calibrations, process analysis and attending client and internal meetings.

Responsibilities:

• Responsible for quality monitoring on claims/cases/transactions and/or telephonic interactions

• Conduct Process training as and when required

• Provide feedback to auditors/clinical team members using prescribed feedback model

• Mentoring and coaching auditors on process level issues.

• Monitor adherence to compliance procedures and processes.

• Responsible for reporting program level quality score to the process owners.

• Responsible for conducting calibration and performance review call in terms of quality with the internal team. (Initially will be assisting the senior quality analyst, training and guidance will be provided to be able to lead such meetings in future).

• Conduct refresher training on the basis of the errors identified.

• Communicate process updates by conducting a session as and when required.

• Maintaining update log and sharing it with the team on a regular basis.

• Perform brainstorming and root cause analysis to analyse data and provide tips or suggestions to operations/management team.

• Identify and highlight potential risk areas and recommend preventive action.

RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS:

• Registered Nurse with CIC/CCS certification and prior auditing / DRG experience preferred

• Minimum one year experience working as Team Leader or equivalent

• Experience in US Healthcare, medical coding, medical billing, RCM health plan operations strongly preferred

• Possesses knowledge of healthcare claims payment policy and processing –

• specifically, CMS, Medicaid regulations, AAOS, ICD-9, CPT & HCPCS, etc.

• Practical clinical experience working in a hospital/office or nursing home

• Has general knowledge of medical procedures, conditions, illnesses, and treatment practices

• Must be willing to work onsite

Office Locations:

• 15th Floor, Robinsons Cyberscape Gamma, Topaz Rd, Ortigas Center, Pasig, 1600

• 16th floor, 1 Nito Tower Archbishop Reyes Avenue Cebu City, 6000

Job Descriptions:

• Evaluate live chat, email, and voice interactions based on set QA scorecards and standards.
• Provide timely and constructive feedback to agents through coaching sessions and reports.
• Identify behavior patterns and training needs to improve agent performance.
• Collaborate with Training and Operations Teams to address skill or knowledge gaps.
• Monitor adherence to responsible gaming policies, AML/KYC protocols, and customer data handling.
• Prepare weekly/monthly QA reports and trend analysis.
• Help develop and refine QA rubrics, SOPs, and quality improvement initiatives.
• Key Performance Indicators (KPIs):
• QA evaluation targets met (volume and timeliness)
• Accuracy and consistency in scoring
• Calibration score alignment (within accepted variance)
• Turnaround time for feedback delivery
• Identification of trends leading to performance improvement

Job Qualifications:

• Minimum 2 years of QA experience in customer support; experience in iGaming or online casino is a strong advantage.
• Excellent communication skills in English; multilingual is a plus.
• Strong understanding of CX principles and regulatory compliance in online gambling (e.g., RG, AML).
• Familiarity with CRM tools such as Smartly, CXDynamic, or other gaming CRMs.
• Exceptional attention to detail and analytical mindset; High integrity and sense of accountability.
• Ability to handle confidential information and sensitive customer data.

Job Type: Full-time

Pay: Php35, Php40,000.00 per month

Ability to commute/relocate:

• Pasay: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Risk and Fraud: 2 years (Preferred)

Work Location: In person

Job Summary:

We are looking for a detail-oriented and analytical Quality Analyst (QA) to join our team. The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure compliance with company standards, client requirements, and industry best practices. This role plays a key part in enhancing the customer experience, coaching agents, and driving operational excellence.

Key Responsibilities:

• Monitor and evaluate customer interactions across voice, chat, email, or other support channels.
• Assess agent performance based on accuracy, communication skills, compliance, and customer satisfaction.
• Provide constructive feedback, coaching, and actionable insights to agents for continuous improvement.
• Track quality scores and generate reports for team leads, supervisors, and management.
• Collaborate with Training and Operations teams to identify trends, skill gaps, and training needs.
• Participate in calibration sessions to ensure scoring consistency across QA team members and leadership.
• Assist in developing quality standards, scorecards, and evaluation guidelines.
• Ensure compliance with client requirements, company policies, and regulatory guidelines.
• Recommend process improvements to enhance efficiency and customer experience.

Qualifications:

• At least a High School Graduate; College level or Graduate preferred.
• Minimum 1–2 years of BPO experience, preferably in a QA or coaching role.
• Strong analytical, listening, and communication skills.
• Ability to provide clear, constructive feedback in a professional manner.
• Proficiency in using QA tools, CRM systems, and MS Office applications.
• Excellent attention to detail, time management, and organizational skills.
• Strong problem-solving abilities and a customer-first mindset.

Performance Metrics:

• Accuracy of quality monitoring and reporting.
• Timeliness of evaluations and feedback sessions.
• Contribution to improving agent performance and customer satisfaction scores.
• Consistency in calibration and alignment with quality standards.

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Application Question(s):

• Are you willing to work onsite in Makati City?
• Are you willing to start immediately?
• Do you have at least 1 year of experience in a Quality Assurance or monitoring role in a BPO setting, where you were responsible for evaluating customer interactions and providing agent feedback?
• What is your salary expectation for the role?

Work Location: In person