QA Analyst

We are looking for a detail-oriented and analytical QA Analyst to join our BPO team. In this role, you will be responsible for monitoring and evaluating the quality of service delivery across various client accounts to ensure compliance with performance standards and identify opportunities for improvement.

As a QA Analyst, you will play a vital role in maintaining high service quality by assessing interactions, reviewing process adherence, and supporting training and development initiatives. You will work closely with operations teams to provide actionable insights that help enhance overall customer experience and service delivery.

Why Work With Ryoss?

We believe great people deserve great support, on and off the clock. When you join Ryoss, you get more than just a job. You get:

• Career Growth Support: Scholarships, mentorships, personalised career planning, and free access to our online learning hub. We even co-fund training with our clients.
• Well-Being First : Gym or wellness allowance, mental health support, comprehensive medical cover (with family options), and a range of insurances to protect your future.
• Lifestyle Perks: Monthly Grab card for transport and dining, home internet backup, entertainment discounts, birthday gifts, and wellness reimbursements.
• Flexible, Supportive Culture: Wellness leave and a positive environment where your growth and happiness actually matter.

We work hard to create a culture that feels like family, supportive, respectful, and fun. You’ll work with great clients, do meaningful work, and be part of a team that’s here for the long haul. At Ryoss, we’re building a workplace that works for real life. Come grow with us.

Key Responsibilities:

• Monitor and evaluate calls, emails, chats, and other interactions handled by frontline staff to ensure quality standards are met.
• Assess process compliance, communication effectiveness, technical accuracy, and customer satisfaction metrics.
• Document findings and provide clear, constructive feedback to team leaders and agents.
• Identify trends and recurring issues; recommend improvements to processes, scripts, or training content.
• Collaborate with operations and training teams to support coaching and performance improvement initiatives.
• Assist in the development and refinement of QA scorecards, audit checklists, and reporting templates.
• Generate regular quality performance reports for internal stakeholders and clients.
• Participate in calibration sessions to ensure consistency and alignment in QA evaluations.
• Help identify gaps in service delivery or agent knowledge that may impact client KPIs or SLAs.

• Bachelor’s degree in Business, Communications, IT, or a related field.
• At least 2 years of experience in a quality assurance, auditing, or operations support role within a BPO or contact centre environment.
• Strong understanding of quality monitoring methodologies, tools, and reporting.
• Excellent attention to detail and analytical skills.
• Strong written and verbal English communication skills.
• Proficiency with Microsoft Excel, Google Sheets, and QA platforms such as NICE, Calabrio, or similar (preferred).
• Ability to provide objective feedback and handle confidential information with discretion.
• Experience working with client-facing teams and understanding of service level agreements (SLAs) and KPIs.