Quality Assurance Analyst – Pooling

About the role

Join Awesome CX by Transcom as a Quality Assurance Analyst for the Davao site. You will partner closely with team leads to identify performance gaps and drive improvements through training, accurate reporting, and action‑plan follow‑through.

Key responsibilities

• Create, implement and communicate quality guidelines and processes for the account.
• Score emails, chats and other service channels consistently and fairly.
• Conduct calibration sessions with HQ, leadership and agents to align on quality expectations.
• Audit SLA‑breached tickets, identify gaps and develop targeted coaching plans.
• Review low‑rated CSAT tickets and use them as training material to address root causes.
• Maintain precise quality and KPI data for leadership decision‑making.
• Monitor agent KPIs (CSAT, SLA compliance, accuracy) and develop individualized coaching plans.
• Hold bi‑weekly one‑on‑one feedback sessions and distribute monthly scorecards.
• Design and deliver targeted training refreshers based on audit trends.
• Identify trends and opportunities for process improvement and report actionable recommendations.

Required profile

Required skills

What we offer

• Opportunity to work in a dynamic contact‑center environment.
• Professional development through coaching and training programs.
• Collaborative team culture focused on continuous improvement.