Job Description
Quality Assurance Analyst
Awesome CX by Transcom is looking for talented individuals like you to join our Awesome Team! Be a Quality Assurance Analyst for our Awesome CX by Transcom Davao site . This role will focus on partnering closely with team leads, identify performance gaps, and take ownership of closing them through consistent training, accurate reporting, and follow-through on action plans.
Join our Awesome CX by Transcom Family as a Quality Assurance Analyst!
Key Responsibilities
Quality Auditing and Feedback
- Create, implement, and clearly communicate quality guidelines and processes for the account.
- Conduct accurate, consistent scoring of emails, chats, and other service channels, ensuring all evaluations are fair and aligned with standards.
- Conduct regular calibration sessions with HQ team, ACX leadership, and agents to maintain alignment on quality expectations.
- Au...