Call Quality Analyst

Remote

Full Time

Quality Assurance

Experienced

Immediate Superior / Reports to: Call QA Team Lead / QA Manager
Location: Philippines - Remote / Work from Home (Night Shift)

About the Role

Our ideal candidate is self-driven, detail-oriented, and has demonstrated a consistent level of quality support across an organization. Additionally, one must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback.

Objectives

Interpret, build upon, and comply with the company’s quality assurance standards.
Document quality assurance activities with internal reporting and audits.

Duties and Responsibilities:

Evaluate inbound and outbound agent interactions in compliance with organizational standards.
Facilitate targeted coaching sessions and provide training to team members.
Maintain precise audit and coaching logs, identifying "red flag" behaviors and non-compliant trends.
Facilitate and contribute to call calibration sessions.
Participate in leadership meetings to relay agent performance feedback and execute quality management strategies.
Identify bottlenecks, analyze performance data, and communicate actionable trends.
Execute additional strategic tasks assigned by the Call QA Team Lead to support evolving business needs.

Required Skills and Qualifications

2–3 total years of Quality Analysis experience, with at least 1 year specialized in Sales within a voice-centric environment.
Minimum of 1 year of experience as an independent contractor with a reliable home office setup.
Advanced skills in research and analysis; ability to move beyond binary pass/fail outcomes to identify root causes.
Exceptional attention to detail and a high-resolution approach to auditing complex interactions.
Decisive verbal and written communication skills, with the ability to deliver feedback that is authoritative yet consultative.
Proven ability to submit high-quality deliverables within aggressive timelines while consistently exceeding KPIs.
Ability to operate with minimal supervision, with high levels of self-motivation and independent problem-solving.

Preferred Skills and Qualifications

Prior experience in a formal training, floorwalking, or nesting environment.
Advanced proficiency in Microsoft Office and Salesforce CRM logic.

WHO WE ARE

At Expertise, we strive to support the best providers in their efforts to serve their local communities. We stand behind every recommendation and we celebrate every happy customer. With over 400,000 providers across more than 200 different industries, we dive deep into figuring out what makes each provider the best in their area of expertise and how to help the reader find the right professional for them. We’re a small and mighty team recently acquired by Marketplace Inc. (ForbesAdvisor). Since 2016 we have built a website that services over 9 million annual visitors and connects them with thousands of local professionals.

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How much total of work from home experience do you have?*

Do you have an experience as an Independent Contractor?*

How much call quality assurance experience in a BPO setting do you have?*

Do you have experience in coaching/training?*

DESKTOP / LAPTOP INFORMATION

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*Open your computer's system information, capture a screenshot, and upload it here.

Note: Ensure your OS version is visible in the screenshot.
OS Requirement: Windows 11 or macOS 15*

SPEED TEST

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*Open a web browser and look for Speedtest by Ookla.
*Click on the GO button and wait for results.
*Copy and paste the speed test result link into the answer box.*

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VOICE RECORDING

Go to the Vocaroo website and record or upload a recording of your voice using the script below in a distraction and noise-free environment. You may use your computer’s voice recorder and upload the file on the Vocaroo site.

Script:
At Expertise.com, we make it easy to find the best local experts, every time.

Finding the right highly-skilled professional takes significant time and effort, including in-depth research, detailed comparisons, and deciphering which online reviews are reliable and authentic. Expertise.com features only objectively quantified and qualified professionals hand-picked by our selection process. We do the research to understand what’s important when searching for experienced professionals — whether dentists, attorneys, or roofers — so our readers trust that when we say a company is one of the best, it is.

My name is ____________ (Talk for 2-3 minutes about your work experience, your work environment at home, and why you want to work from home.)

Once done, paste your voice recording link in the answer box.*

Human Check*

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