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

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.