Quality Analyst (Customer Experience)

Location: Clark, Philippines

Company

hirify.global provides digital engineering, artificial intelligence, automation, cloud engineering, advanced analytics, and business process services for global brands.

What you will do

• Complete required Customer Experience observations using the program evaluation form.
• Analyze team-level performance across CSAT, issue resolution, and ASAT metrics.
• Identify interaction defects and root causes that affect customer satisfaction.
• Provide targeted recommendations and follow-up observations to improve consultant performance.
• Complete required contact-handling hours and participate in client and internal calibration sessions.
• Produce Level 1 analysis covering top contact drivers, defects, and lead/lag indicators.

Requirements

• 1–2 years of Quality Analyst experience in a call center setting.
• Fluent written and verbal English with at least B2 communication proficiency.
• Strong computer literacy and proficiency in Microsoft Excel and PowerPoint.
• Understanding of quality auditing and coaching processes, including observation, analysis, and constructive feedback.
• Ability to analyze data, interpret findings, identify patterns, and recommend improvements.
• For internal candidates: at least one year as Lead-CE/VQA, 18 months of tenure, FY25 PDP score of Exceeds Most or Clearly Exceeds, and no active DA.

Culture & Benefits

• Work with global brands on digital transformation and business process improvement.
• Join a group of driven and hard-working professionals.
• Work in an environment focused on customer experience, continuous improvement, and scalable digital outcomes.