Call Quality Analyst
Immediate Superior / Reports to: Call QA Team Lead / QA Manager Location: Philippines - Remote / Work from Home (Night Shift) About the Role Our ideal candidate is self-driven, detail-oriented, and has demonstrated a consistent level of quality support across an organization. Additionally, one must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback. Objectives Interpret, build upon, and comply with the company’s quality assurance standards. Document quality assurance activities with internal reporting and audits. Duties and Responsibilities: Evaluate inbound and outbound agent interactions in compliance with organizational standards. Facilitate targeted coaching sessions and provide training to team members. Maintain precise audit and coaching logs, identifying "red flag" behaviors and non-compliant trends. Facilitate and contribute to call calibration sessions. Participate in leadership meetings to relay agent performance fe