Quality Analyst (AI)

Location: Metro Manila, Manila, NCR, Philippines

Company

hirify.global, part of Capgemini, provides intelligent operations and transformation services using domain expertise, AI-powered platforms, and analytics across multiple industries.

What you will do

• Monitor and evaluate calls, chats, and emails against quality standards and client requirements.
• Prepare and maintain quality reports, scorecards, and performance dashboards.
• Collaborate with Operations and support teams to address quality concerns and improve customer experience.
• Ensure compliance with company policies and applicable standards.
• Identify performance gaps, recurring issues, and process improvement opportunities.

Requirements

• At least 1 year of BPO quality assurance experience.
• Strong customer service and communication skills.
• Basic knowledge of quality assurance concepts, NICE, sampling, feedback, and root cause analysis.
• Proficiency in Microsoft Office and basic reporting and analysis.

Culture & Benefits

• Structured career path with coaching, mentoring, professional development, and internal progression opportunities.
• Free HMO coverage from day one for the employee and dependents, including a domestic partner.
• Paid leave and skills training opportunities.
• Safe work environment and community initiatives through the hirify.global Cares Foundation.