PH - VERSANT - QUALITY ANALYST at unifyCX – Quezon City
unifyCX
Quezon City, Philippines
Posted on Oct 21, 2025
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About This Position
Unify CX is looking for an extraordinary Quality Analyst to join our motivated and ambitious team.
Role: Quality Analyst
Work Location/Setup: Philippines | On-Site
Shift Schedule: 5-day work week | Shifting Schedule | Graveyard
Benefits: Day 1 HMO | Day 1 Life Insurance
What Will You Do?
The Quality Analyst (QA) is responsible for auditing, ensuring compliance, and improving the quality of contact center transactions across calls, chats, and emails through live, recorded, or side-by-side monitoring. The QA ensures the integrity of operations by identifying potential fraud or errors, and for sales accounts, may also validate the integrity of sales calls.
Additionally, the QA may assist in coaching agents and providing insights to operations teams on call trends, customer feedback, and opportunities to enhance the customer experience. They are also responsible for daily/weekly performance reports and updating QA processes in alignment with UnifyCX standards and client expectations.
At times, the QA will support the training department with ongoing learning modules. As a subject matter expert, the QA must complete product training and certification and periodically conduct live-call takes.
The position will be based in our call center in Quezon City
In this role, you will:
- Audit live/ recorded calls or transactions (voice, email, and/ or chat) of contact center agents and support
- Grade transactions in accordance to the quality metrics of the account
- Coach outlier agents to help improve call/ transaction handling capabilities
- Provide daily/ weekly/ monthly QA insight reports to the Operations Team
- Draft QA processes in line with account expectations
- For sales accounts: sample sales transactions and validate for integrity and compliance
- Assist training in conducting policy/ process changes or recursive/ continuous learning modules
- Live call taking of at least 2 hours per week (or more as needed by the account or by business demand)
- Complete leadership development courses and continuous learning modules relevant to the role and the account
- Other assignments as deemed necessary by the Quality Assurance Team Leader or Program/ Operations Manager or Senior Operations Manager
Who You Are:
To be considered, candidates are expected to have the following:
Required Qualifications:
- At least 2 years of college
- At least 1 year of experience as a Quality Assurance Specialist (BPO)
- At least 1 year of experience as a front-level agent
- Has handled sales, customer service, technical, and security software programs
- Excellent communication skills
- A people person, highly approachable with a passion for employee development and retention
- Knowledgeable in Microsoft Office applications
- A team player
Preferred Qualifications:
- QA Experience: 2 years in quality assurance, preferably in BPO.
- College graduate preferred but not required
- Process Improvement: Experience in identifying quality issues and recommending process improvements.
- Familiarity with QA Tools
- Strong ability to detect issues and discrepancies in processes or products.
- Ability to analyze data and create reports on findings.
- Clear written and verbal communication for reporting issues and collaborating with teams.
Who We Are:
unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Frequently asked questions about this position
Job Location
Quezon City, Philippines
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Job Location
This job is located in the Quezon City, Philippines region.