APEX Revenue
100% WFH Quality Assurance Analyst The QA Analyst plays a pivotal role in upholding exceptional call quality by monitoring agent interactions, analyzing performance data, and spearheading continuous improvement efforts. This position involves conducting call audits, leading calibration sessions, providing coaching and live call barging, and partnering with cross-functional teams to ensure regulatory compliance, optimize processes, and boost overall operational efficiency. Work Arrangement 100% Remote Full Time, Independent Contractor Shift: US time between 9PM & 7AM PHT, Weekends OFF Minimum internet speed requirement is 100 MBPS (with pre/postpaid back up) Has a designated quiet workspace at home (Required) Complete equipment: Desktop or Laptop, webcam, headset Start Date: September 11 Pay : 35,000 What You’ll Do: Conduct regular quality audits of call interactions using predefined scorecards and QA tools to evaluate adherence to scripts, policies, and service standards. Analyze QA trends, identify performance gaps, and create actionable reports with recommendations for coaching and process improvement. Provide clear, constructive, and actionable feedback to agents on their strengths and areas for development. Collaborate with Training, Operations, and HR to develop training modules, to design and implement targeted coaching plans and training materials. Facilitate calibration sessions to maintain consistent scoring standards and align best practices across the team. Maintain accurate documentation of QA results, feedback logs, and improvement plans. Design, refine, and update QA scorecards to align with evolving business objectives and compliance standards. Recommend new tools, methodologies, or workflow improvements to enhance efficiency and service quality. What You Should Have: 1–2 years of relevant experience as a Quality Assurance Analyst in a BPO setting. Experience in outbound campaign monitoring is preferred. Strong analytical and problem-solving skills, with a data-driven approach to decision-making. Excellent verbal and written communication skills, with the ability to provide effective and professional feedback. Proficiency with QA monitoring tools, CRM platforms, and reporting dashboards. Knowledge of compliance standards and industry best practices. Highly detail-oriented, organized, and capable of managing multiple tasks in a fast-paced environment. Strong interpersonal skills, able to collaborate effectively with stakeholders at all levels. Excellent time management and documentation skills. Proficient in Google Suite (Docs, Sheets, etc.). Comfortable asking questions and seeking clarity when needed. Willing to work on a graveyard shift. Job Type: Full-time Pay: Up to Php35,000.00 per month Benefits Work from home Application Question(s): Attach a DETAILED and UPDATED resume with your photo Experience: QA in a BPO setting: 2 years (Required) Outbound Campaign: 1 year (Required) Softphone or Dialer: 1 year (Required) Language: English (Required) Work Location: Remote
APEX Revenue
