Quality Assurance and Control Analyst

Philippines - Operations Apply for this position As a Quality Assurance and Control Analyst, you’ll play a critical role in ensuring service excellence and compliance within the organization. You will be reporting to the QA Lead you are responsible for developing, directing, and coordinating a comprehensive QA&C program. In this role, you’ll ensure that all processes meet established standards and align with the bank’s policies and procedures. Responsibilities • Conduct both manual and automated customer interaction audits and prepare comprehensive quality performance reports. • Provide actionable feedback to improve service quality. • Represent the team in quality calibrations. • Identify process gaps and recommend improvements. • Conduct coaching sessions on quality issues. • Monitor interactions and evaluate compliance. • Analyze audit findings, track trends, and implement corrective actions. • Ensure compliance with regulatory and quality requirements. • Document and resolve process defects. • Collaborate with the QA team to address issues and optimize workflows. • Test scenarios (positive and negative) for accuracy and reliability. • Recommend automation ideas to reduce manual effort and enhance coverage. Qualification • Minimum 2 years of QA experience in a call center setting. • Excellent verbal, written, and interpersonal communication skills. • Ability to think outside the box and embrace innovation. • Proficient in English and Filipino. • Good presentation skills and a passion for coaching. • Adaptable to hybrid work setup (WFH + Onsite).