About Trinity Outsourcing Solutions
Trinity Outsourcing Solutions is dedicated to connecting talented professionals with dynamic career opportunities across the world. As a trusted HR partner, Trinity offers a pathway for skilled individuals to work in roles that align with their expertise and support their career advancement. Known for fostering a supportive and growth-focused environment, Trinity provides hands-on experience and tailored opportunities for development. By prioritizing meaningful placements, Trinity enables professionals to unlock their potential and make a lasting impact within innovative companies.
The Role
- Ortigas, Pasig (Onsite)
- Graveyard Shifting, Canada Hours
We are looking for a Quality Analyst / Trainer to join our team and play a crucial role in maintaining high service standards and equipping agents with the tools and knowledge they need to succeed. This dual-role position combines quality assurance and training responsibilities to ensure performance excellence, compliance, and continuous improvement across the team.
Ideal candidates will have a strong BPO background, with at least 2–3 years of relevant experience in quality monitoring, coaching, and training delivery.
Responsibilities:
- Quality Assurance:
- Monitor and evaluate agent performance against internal quality standards and client-specific requirements.
- Perform regular call audits, provide objective feedback, and recommend actionable improvements.
- Identify quality gaps, trends, and recurring issues, then coordinate with team leads for timely resolution.
- Maintain and update QA scorecards, calibration reports, and performance summaries.
- Ensure agents follow standard operating procedures (SOPs), scripts, and compliance requirements.
- Training and Development:
- Design, plan, and deliver effective training programs for new hires and tenured agents, covering tools, processes, product knowledge, customer service, and soft skills.
- Conduct refreshers, upskill sessions, and performance-based coaching for continuous learning.
- Maintain accurate and updated training documentation and learning materials.
- Coordinate with leadership to align training goals with client expectations and business objectives.
- Reporting and Analysis:
- Generate and analyze QA reports, identifying trends, gaps, and actionable insights.
- Provide recommendations to leadership for process improvements and performance optimization.
- Track training effectiveness through performance assessments and feedback surveys.
- Cross-functional Collaboration:
- Partner with Operations, Client Services, and HR to support employee development and quality standards.
- Participate in calibration sessions with internal and client stakeholders to ensure scoring alignment.
- Support leadership in quality assurance projects and initiatives as needed.
Qualifications:
- Minimum of 2–3 years of experience in a Quality Analyst and/or Trainer role within the BPO industry.
- Strong background in quality monitoring, training facilitation, and performance coaching.
- Excellent verbal and written English communication skills.
- Familiarity with CRM tools, QA platforms, and reporting dashboards.
- Strong analytical, organizational, and documentation skills.
- Experience working with US or Canadian accounts is an advantage.
- Willing to work on-site and in a shifting schedule, including night shifts aligned with North American time zones.
Job Types: Full-time, Permanent
Pay: Php30,000.00 - Php34,000.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Pay raise
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental Pay:
- 13th month salary
- Commission pay
Application Question(s):
- What is your expected monthly salary?
Education:
- Bachelor's (Preferred)
Experience:
- Quality Analyst: 2 years (Preferred)
Language:
- English (Preferred)
Work Location: In person