BroadPath is excited to be hiring a Quality Assurance Analyst to Work at Home in the Philippines! The Quality Analyst is responsible for monitoring team performance, ensuring adherence to quality standards, and providing detailed evaluations to support leadership coaching efforts. They partner closely with Supervisors to deliver quality insights and trend analysis based on call center benchmarks. Quality Analysts play a critical role in maintaining operational excellence and driving continuous improvement.

To be considered, candidates must reside in the Philippines: Metro Manila, Rizal, Cavite, Laguna, Batangas, or Bulacan.

Responsibilities

• Monitor agent interactions to ensure compliance with established processes, policies, and client-specific guidelines
• Complete and submit quality evaluations to Supervisors to support timely coaching and feedback
• Analyze quality trends and make recommendations to reduce errors, improve agent performance, and enhance the customer experience
• Maintain daily and weekly quality tracking reports and monitor evaluation completion against Quality KPIs

Qualifications

• High School Diploma or equivalent
• 1+ years of experience in a Quality Analyst role, preferably supporting a healthcare services team
• Experience using call recording, quality evaluation, or case management systems to complete and track quality reviews
• Proficiency in Microsoft Excel, Word, and Outlook
• Strong technical skills, including Microsoft Windows, keyboarding, and comfort navigating multiple systems
• Experience evaluating employee performance and coaching to call center metrics
• Excellent verbal and written English communication skills
• Strong analytical skills with attention to detail and the ability to identify performance improvement opportunities
• Ability to stay focused and productive in a fast-paced, high-volume environment
• Must reside in the Philippines: Metro Manila, Rizal, Cavite, Laguna, Batangas, or Bulacan

Candidate will be responsible for providing:

• Responsible for providing your own 19" monitor or larger with VGA or HDMI port with corresponding cable, USB wired mouse, ethernet cable, and optional USB wired keyboard
• Reliable hardwired internet is required, with at least 25mbps download|10mbps upload speeds

Speed Test Disclaimer:

• Please note that all Internet Speed Tests are monitored and will be verified They must be taken on a laptop or desktop computer and plugged directly into your router
• Speed Tests cannot be completed on a mobile device. We recommend completing your application on a computer to make it easier to submit your results simultaneously

Benefits:

• Weekly Salary Pay-out
• Bhive Kit; includes web camera which allows you to join our Connected Culture!
• Night Differential Pay
• Overtime Pay
• Holiday Pay
• 13th Month Pay
• Accrued Paid Leaves (to be utilized upon Regularization)
• SSS/PhilHealth/Pag-IBIG
• HMO Coverage

Diversity Statement

At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation!

Equal Employment Opportunity/Disability/Veterans

If you need accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process

BroadPath is an Equal Opportunity Employer. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.

Compensation: BroadPath has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.