Quality Compliance Analyst, Pasay

The Quality Compliance Analyst in a Business Process Outsourcing (BPO) environment is responsible for monitoring service quality, ensuring regulatory and contractual compliance, and driving continuous improvement across customer support and back-office operations. The role ensures adherence to client SLAs, internal quality frameworks, data protection standards, and industry regulations.

• Monitor and evaluate customer interactions (calls, chats, emails, tickets) for quality and compliance
• Conduct regular quality audits aligned with client SLAs and KPIs
• Ensure adherence to regulatory requirements (e.g., data privacy, financial regulations where applicable)
• Track quality scores, compliance metrics, and performance trends
• Identify gaps and implement Corrective and Preventive Actions (CAPA)
• Calibrate with Operations and Training teams to maintain scoring consistency
• Support internal and external audits (client audits, certification audits, regulatory reviews)

• Bachelors degree in Business Administration, Management, or related field
• 1-2 years of experience in Quality Assurance or Compliance within a BPO/KPO/Call Center environment
• Strong understanding of SLA/KPI management
• Experience in call monitoring and transaction quality auditing
• Familiarity with data protection and information security requirements
• Proficiency in MS Excel, reporting tools, and QA software