BPO - Quality Analyst/Trainer (90% onsite, 10% WFH)

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Unity Communications Careers

BPO - Quality Analyst/Trainer (90% onsite, 10% WFH)

On-site, Hybrid

Paranaque City, National Capital Region, Philippines

₱36,000 per month

Service Delivery

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Job description

Do you know that friend who watches a movie and immediately spots the plot holes and tiny details everyone else missed? That sharp eye for detail is exactly what we value at Unity Communications. We’re looking for someone who notices patterns, catches the small things, and helps turn “good enough” into even better.

If you feel like that friend sounds a lot like you, you might be the Quality Analyst we’re looking for. In this role, you’ll be the behind-the-scenes champion of great customer service. You’ll review calls, messages, and system interactions to spot trends, highlight improvement opportunities, and help agents sharpen their performance. Ready to help teams level up and keep service standards strong?

Apply now!

How You Spend Your Eight Hours

Monitor emails, calls, and system interactions through live or recorded sessions to ensure agents meet key performance indicators and quality standards
Review monitoring results and identify patterns that impact service quality, then share insights with operations and stakeholders
Partner with operations leaders to coordinate coaching sessions that help agents improve their performance and customer interactions
Prepare and analyze internal and client-facing quality reports to support operational improvements and stakeholder review
Investigate recurring service or performance issues and recommend corrective actions to improve quality outcomes
Work with trainers to help roll out new processes, procedures, and quality guidelines
Participate in calibration sessions with stakeholders to ensure quality evaluation standards remain consistent
Document monitoring activities and maintain quality tracking through Asana and shared team resources
Assist in assessing trainees and mentors while supporting skill development across the team

What You Must Possess

At least one year of experience in quality assurance within the BPO industry, or strong knowledge of QA processes and monitoring standards
Strong English communication skills, both written and spoken, with the ability to deliver clear and constructive feedback
Excellent attention to detail and analytical skills when reviewing interactions and identifying performance trends
Proficiency in Microsoft Office tools, including Word and Excel
Willingness to work with multiple technology platforms and learn tools such as Asana and Slack
Strong organizational and time-management skills to track quality metrics and follow up on improvement actions
Ability to collaborate with multiple teams and serve as a shared quality resource across the organization
Willingness to work full-time at the Aseana City office, with occasional work-from-home flexibility

What You Shall Receive

HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service
VL/SL credits upon regularization
Friendly and supportive work culture
13th-month pay and other Philippine-government-mandated benefits
Non-taxable allowances
Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

• Full-time position
• Monday to Friday, 9 PM to 6 AM Manila time
• Hybrid work setup (90% onsite, 10% WFH)

Why Join Our Company

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.

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