EmpowerU Inc
About The Role - We are looking for an experienced Quality & Compliance Analyst to join our operations team. This role is key to ensuring high standards of quality, compliance, and performance across our sales and customer support teams. - You will be responsible for monitoring customer interactions, improving sales quality, and ensuring compliance across both front-end event processes and back-end sales operations . - This is a hands-on role in a fast-paced, performance-driven environment with exposure to remote and international teams . Key Responsibilities - Quality Assurance & Monitoring - Review and audit sales calls, support calls, live chat, emails, and CRM activity - Monitor back-end sales call performance , including script adherence, conversion quality, and compliance - Ensure accuracy of front-end event recording uploads and lead tracking - Evaluate end-to-end customer journey quality from lead generation to conversion - Compliance & Risk Management - Conduct compliance audits across all customer interactions - Identify risks such as policy breaches, mis-selling, documentation gaps, and process failures - Ensure adherence to internal SOPs, scripts, disclosures, and company standards - Maintain accurate QA records, reports, and audit trails - Coaching & Performance Support - Provide structured feedback and coaching to agents - Work closely with team leaders to improve performance and consistency - Identify training gaps and recommend coaching improvements - Support calibration sessions with management - Reporting & Insights - Prepare daily, weekly, and monthly QA reports - Analyse trends in agent performance, compliance, and sales effectiveness - Provide actionable insights to improve processes and conversion rates - Support development of QA dashboards and KPI tracking systems - Remote Team Oversight - Monitor and evaluate performance of remote/offshore teams - Ensure consistent QA standards across all locations - Conduct virtual coaching and feedback sessions - Maintain accountability in distributed team environments - What We're Looking For - Minimum 5+ years experience in Quality Assurance, Compliance, and Call Centre Operations - Strong background in sales QA, Telesales, Client Services and Technical Support environments preferred - Experience with CRM systems (GoHighLevel, Salesforce, or similar) - Familiarity with call monitoring tools (Aircall, Ring Central, etc.) - Experience working with remote or offshore teams Key Competencies: - Strong attention to detail and analytical thinking - Excellent communication and coaching skills - Strong understanding of sales processes and customer journeys - Ability to identify compliance and operational risks - High level of accountability and ownership - Ability to work in a fast-paced, target-driven environment - Strong integrity and ability to manage confidential data - Exposure to QA scorecards or calibration frameworks - Background in performance coaching or training development What We're Looking For: - High-speed, stable internet (50 Mbps+ download/upload) with a backup connection - Uninterrupted power supply or backup to stay online during work hours - This is a global role. Must be amenable to working US, UK, or AUS business hours to support cross-border collaboration - Open to working weekends and Philippine public holidays as needed - Salary & Benefits - PHP 40,000 - PHP 45,000/month (based on experience) - Remote work flexibility - Opportunity to work with international teams - Exposure to sales, compliance, and operations at scale - Career progression into QA Lead / Compliance roles
EmpowerU Inc
