Quality Analyst

About Trinity Outsourcing Solutions

Trinity Outsourcing Solutions is dedicated to connecting talented professionals with dynamic career opportunities across the world. As a trusted HR partner, Trinity offers a pathway for skilled individuals to work in roles that align with their expertise and support their career advancement. Known for fostering a supportive and growth-focused environment, Trinity provides hands-on experience and tailored opportunities for development. By prioritizing meaningful placements, Trinity enables professionals to unlock their potential and make a lasting impact within innovative companies.

The Role

• Ortigas, Pasig (Onsite)
• Graveyard Shifting, Canada Hours
  
  

We are looking for a Quality Analyst / Trainer to join our team and play a crucial role in maintaining high service standards and equipping agents with the tools and knowledge they need to succeed. This dual-role position combines quality assurance and training responsibilities to ensure performance excellence, compliance, and continuous improvement across the team.

Ideal candidates will have a strong BPO background, with at least 2–3 years of relevant experience in quality monitoring, coaching, and training delivery.

Responsibilities

• Quality Assurance:
• Monitor and evaluate agent performance against internal quality standards and client-specific requirements.
• Perform regular call audits, provide objective feedback, and recommend actionable improvements.
• Identify quality gaps, trends, and recurring issues, then coordinate with team leads for timely resolution.
• Maintain and update QA scorecards, calibration reports, and performance summaries.
• Ensure agents follow standard operating procedures (SOPs), scripts, and compliance requirements.
• Training and Development:
• Design, plan, and deliver effective training programs for new hires and tenured agents, covering tools, processes, product knowledge, customer service, and soft skills.
• Conduct refreshers, upskill sessions, and performance-based coaching for continuous learning.
• Maintain accurate and updated training documentation and learning materials.
• Coordinate with leadership to align training goals with client expectations and business objectives.
• Reporting and Analysis:
• Generate and analyze QA reports, identifying trends, gaps, and actionable insights.
• Provide recommendations to leadership for process improvements and performance optimization.
• Track training effectiveness through performance assessments and feedback surveys.
• Cross-functional Collaboration:
• Partner with Operations, Client Services, and HR to support employee development and quality standards.
• Participate in calibration sessions with internal and client stakeholders to ensure scoring alignment.
• Support leadership in quality assurance projects and initiatives as needed.
  

Qualifications

• Minimum of 2–3 years of experience in a Quality Analyst and/or Trainer role within the BPO industry.
• Strong background in quality monitoring, training facilitation, and performance coaching.
• Excellent verbal and written English communication skills.
• Familiarity with CRM tools, QA platforms, and reporting dashboards.
• Strong analytical, organizational, and documentation skills.
• Experience working with US or Canadian accounts is an advantage.
• Willing to work on-site and in a shifting schedule, including night shifts aligned with North American time zones.