1,285 Quality Assurance Roles jobs in the Philippines

Qualifications

• Bachelor's degree preferred; equivalent work experience accepted.
• At least 1 - 2 years of Quality Analyst experience in a BPO environment (voice/non-voice).

Job Type: Full-time

Pay: Up to Php44,000.00 per month

Benefits:

• Paid training

Education:

• Bachelor's (Preferred)

Experience:

• Quality Analyst: 2 years (Required)

Work Location: In person

BASIC FUNCTIONS:

• Participate in design of call monitoring formats and quality standards.
• Perform call monitoring and provides trend data to the Ops team.
• Use quality monitoring and data management systems to compile and track team quality performance and individual level.
• Participate in internal and client listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Facilitate and coordinate call calibration sessions for call center staff.
• Provide feedback to call center team leader and managers.
• Prepare and analyze internal and external quality reports for management staff review.

QUALIFICATIONS:

• Must have at least 2 years of related work experience in the call center industry handling international outbound sales accounts.
• Should be self-driven and can work with minimal supervision
• Intermediate computer skills are REQUIRED
• Ability to multi- task is REQUIRED
• Above average communication skills.

What's in it for you?

• Competitive Salary Package
• Leave Credits (Convertible to Cash)
• Government Mandated Benefits
• Annual Performance Appraisal
• HMO + 1 dependent
• Retirement plan
• Fast Promotion
• Opportunity for growth
• Continuous learning programs
• Work-life balanced activities
• Great work culture
• Company Events
• Staff House (Shared Cost Accommodation)
• Relocation assistance
• Free P2P Shuttle Service
• Fast hiring process
• Start ASAP

Job Types: Full-time, Permanent

Benefits:

• Additional leave
• Company events
• Free parking
• Health insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Promotion to permanent employee
• Transportation service provided

Work Location: In person

Job Profile Summary:

Required: Quality Evaluator

The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards.  As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Must be a college graduate

Job Description:

• 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.

Role: QA Analyst

Location: Onsite – Bonifacio Global City (BGC), Taguig, Philippines

Employment Type: Full-Time | Onsite

We are seeking a highly analytical and detail-oriented QA Analyst to join our team. This role focuses on evaluating service quality, fraud controls, and compliance adherence across customer interactions and transactions. The ideal candidate will play a critical role in supporting operational excellence by identifying gaps, promoting consistency, and driving continuous improvement through data-driven insights.

• Monitor and assess customer interactions through call listening, case reviews, and transaction audits to evaluate adherence to quality standards, fraud protocols, and compliance requirements.
• Review agent performance using established QA scorecards and guidelines, ensuring accuracy, professionalism, and consistency across interactions.
• Document QA findings, provide timely and constructive feedback, and work closely with Team Leaders and Training teams to support performance improvement initiatives.
• Participate in calibration sessions with QA and Operations teams to ensure consistent application of quality standards and expectations.
• Analyze quality trends and deliver regular reports, insights, and actionable recommendations to enhance service quality and operational performance.
• Stay informed on company policies, fraud trends, and regulatory changes to maintain the relevance and accuracy of QA assessments.
• Contribute to the development and implementation of quality frameworks, tools, and improvement projects as needed.

• Bachelor's degree or equivalent work experience in a related field.
• 1–3 years of experience in Quality Assurance or quality monitoring within a contact center environment.
• Experience in fraud prevention, financial services, or banking operations is highly advantageous.
• Familiarity with fraud risk protocols, investigation processes, and regulatory requirements related to card operations is preferred.
• Strong analytical and problem-solving skills with keen attention to detail and accuracy.
• Excellent written and verbal communication skills for effective performance feedback and reporting.
• Proficient in quality monitoring tools, CRM platforms, contact center systems, and Microsoft Office Suite (especially Excel and PowerPoint).
• Experience supporting international clients is a plus, though not required.

Key Responsibilities:

• Quality Assurance: Oversee the quality assurance process for all digital marketing campaigns, ensuring they meet the company's standards and client expectations.
• Campaign Monitoring: Regularly monitor and evaluate the performance of Google, YouTube, and Facebook Ads campaigns to identify areas for improvement.
• Continuous Improvement: Develop and implement strategies for continuous improvement in campaign quality and performance.

Qualifications and Experience:

• Minimum Experience: At least 1 year of experience in quality management and digital marketing, with a focus on Google, YouTube, and Facebook Ads.
• Education: A bachelor's degree in marketing, business administration, or a related field is preferred.
• Technical Skills: Proficiency in using Google Ads, YouTube Ads, and Facebook Ads platforms, including campaign setup, optimization, and reporting tools like (EWOQ, QASA and Q+ etc).
• Attention to Detail: Meticulous attention to detail to ensure all campaigns meet quality standards and client requirements.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present findings and recommendations clearly and concisely.
• Problem-Solving: Strong problem-solving skills with the ability to identify issues and implement effective solutions.
• Time Management: Effective time management and organizational skills to manage multiple campaigns and deadlines.
• Team Player: A collaborative team player with the ability to work effectively with cross-functional teams and stakeholders.

Preferred Skills and Attributes

• Certifications: Certifications in Google Ads, YouTube Ads, and Facebook Ads are highly desirable.
• Knowledge of SEO and SEM: A working knowledge of search engine optimization (SEO) and search engine marketing (SEM) principles.
• Adaptability: The ability to adapt to a fast-paced and changing digital marketing environment.
• Innovative Thinking: A proactive and innovative thinker who can contribute new ideas and strategies for campaign quality and effectiveness.

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Work Location: In person

The Quality Analyst is responsible for ensuring that all Value-Added Services (VAS) activities, processes, and outputs meet the company's quality standards, customer requirements, and regulatory guidelines. This role plays a key part in inspecting, monitoring, and documenting quality performance while assisting in problem-solving, continuous improvement initiatives, and compliance with Integrated Management Systems.

1. Quality Inspection & Control

2. Perform quality inspection and approval of incoming goods, packaging materials, in-process activities, and finished goods.

3. Conduct product inspections based on the required sampling plan and Acceptable Quality Level (AQL).
4. Document and maintain operational reports and quality records.
5. Address and escalate quality issues, providing assistance to relevant teams.

6. Customer Complaints & Non-Conformance

7. Assist in the investigation of customer complaints and product/service non-conformance issues.

8. Provide inputs and recommendations to address quality-related problems.

9. Corrective & Preventive Actions (CAPA)

10. Recommend, monitor, and follow up on corrective and preventive action plans.

11. Track progress to ensure timely resolution and effectiveness of solutions.

12. Training & Development

13. Participate in training interventions to align with quality standards and promote continuous improvement.

14. Support awareness of quality protocols within operations.

15. Systems & Compliance

16. Actively contribute to initiatives related to Integrated Management Systems and Operations Excellence.

17. Ensure ongoing compliance with quality standards, customer requirements, and industry regulatory guidelines.
18. Assist in the management and control of documented information related to quality systems.

• Bachelor's degree in Engineering, Quality Management, or a related field.
• At least 1–3 years of experience in quality assurance, preferably in logistics, warehousing, or manufacturing.
• Knowledge of inspection methods, sampling plans, and AQL.
• Familiarity with ISO standards, quality systems, and regulatory compliance requirements.
• Strong analytical, problem-solving, and documentation skills.
• Excellent communication and interpersonal skills.
• Detail-oriented, with the ability to work independently and as part of a team.

• Quality & Process Orientation
• Analytical Thinking & Problem-Solving
• Documentation & Reporting Accuracy
• Communication & Collaboration
• Continuous Improvement Mindset

• Monitoring of Calls – 15-30 calls per day
• Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
• Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
• Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
• Identify and report any required training issues to department management and trainers.
• Take an active part in the evolution of the attribute document
• Identify changes that need to be made to our evaluation tool
• Create and update standards as appropriate
• Create scripting and resources for agents when requested or needed
• Provide in-depth comments on evaluations for manager coaching
• Train new members that join our team
• Follow up with issues identified to ensure they are resolved
• Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
• Team Accountability (QA and CSi Performance) – weekly progress report with action items
• Attend and actively participate in weekly calibration and facilitation on a rotational basis
• QA Orientation for New Hires – as needed
• QA Orientation for Cross Skilling of agents – as needed
• Facilitation of Mock Calls and Certification – as needed
• Perform other duties and special projects as assigned.

Job Description: We are seeking a highly organized and detail-oriented Quality Analyst to join our team. The ideal internal candidate demonstrates strong work ethics, excellent collaboration skills, and a commitment to continuous improvement. Key qualifications include:

• Willingness to work overtime to complete assigned tasks
• Rational approach aligned with process policies, not based on emotions
• Dependability, punctuality, and no attendance issues
• People-oriented with a collaborative mindset
• Keen attention to detail and willingness to engage in client discussions
• Proactive attitude toward operational improvements
• Quality experience or SME experience is a plus

• Basic knowledge in MS Excel is a plus

• 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 standards
• 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

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.