📌 Core Information
🔹 Job Title: Quality Analyst | Non-video
🔹 Company: Enshored Inc. (External)
🔹 Location: Pasig City, Pasig, Philippines
🔹 Job Type: Full-time
🔹 Category: Quality Assurance
🔹 Date Posted: May 8, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: Remote OK
🚀 Job Overview
Key aspects of this role include:
- Conducting quality assurance evaluations (internal audits) for employees to improve the customer experience
- Providing immediate feedback to employees who incur critical errors
- Conducting regular feedback to employees regarding their quality audits
- Spearheading internal and external calibration sessions and providing calibration results
- Generating weekly, monthly, and quarterly quality audit-related reports
- Helping improve frontline consultants' technical competence through quality evaluations
ASSUMPTION: This role requires strong analytical and communication skills, as well as a commitment to delivering high-quality results. The ideal candidate will have a proven track record in quality assurance and a passion for helping others improve.
📋 Key Responsibilities
✅ Conduct quality assurance evaluations (internal audits) for employees to improve the customer experience
✅ Provide immediate feedback to employees who incur critical errors
✅ Conduct regular feedback to employees regarding their quality audits
✅ Spearhead internal and external calibration sessions and provide calibration results
✅ Generate weekly, monthly, and quarterly quality audit-related reports
✅ Help improve frontline consultants' technical competence through quality evaluations
ASSUMPTION: The key responsibilities of this role revolve around ensuring high-quality customer experiences and helping employees improve their performance.
🎯 Required Qualifications
Education: Bachelor's/College degree
Experience: At least two years of Quality Assurance experience in a BPO setting
Required Skills:
- Extensive experience in audit and quality management
- Knowledge of tools, concepts, and methodologies of QA
- At least 2-years of experience in doing a quality audit for any related campaign in a BPO setting
- Attention to detail
- Analytical Skills
- Commitment to delivering to the highest quality first time
- Proven ability to work to deadlines and under pressure with a positive attitude
- Strong communication skills in written English and able to communicate effectively with a team in English
- Examples of taking the initiative in a work setting, with positive outcomes
- Coaching and development abilities
Preferred Skills:
- Familiarity with Enshored's clients and their products/services
- Experience working with remote teams
ASSUMPTION: The required qualifications for this role emphasize a strong background in quality assurance and a commitment to delivering high-quality results. Preferred skills include familiarity with Enshored's clients and experience working with remote teams.
💰 Compensation & Benefits
Salary Range: PHP 35,000 - 45,000 per month (based on industry standards for a Quality Analyst role in the Philippines)
Benefits:
- Health insurance
- Dental insurance
- Life insurance
- Retirement plan
- Paid time off
- Employee discounts
Working Hours: 40 hours per week, with flexible scheduling options
ASSUMPTION: The salary range for this role is based on industry standards for a Quality Analyst role in the Philippines. Benefits include health, dental, and life insurance, as well as retirement plans and paid time off.
📌 Applicant Insights
🔍 Company Context
Industry: Outsourcing and Offshoring Consulting
Company Size: 1,001-5,000 employees
Founded: 2014
Company Description:
- Enshored powers the growth of ambitious high growth companies by delivering and managing teams of elite outsourcers.
- Their 2000+ strong team supports the rapid scaling of clients and significantly improves their service quality and responsiveness for their customers.
- Enshored specializes in delivering solutions in diverse areas including Customer Experience, Back Office, Sales & Marketing, and Content Moderation for clients from a range of industries.
Company Specialties:
- Scaling
- B2B
- Enterprise and start up support
- Omni-channel customer support
- Customer acquisition
- BPO
- Back office
- Sales Outsourcing
- Lead Generation
- Customer retention
- Technical support
- Data services
- Content moderation
- Video editing
- Customer Experience
- Customer Support
- Customer Care
- E-commerce support
- and outsourcing
Company Website: www.enshored.com
ASSUMPTION: Enshored is a leading outsourcer for start-ups, focusing on helping ambitious high-growth companies scale and improve their customer experiences. They specialize in various areas, including Customer Experience, Back Office, Sales & Marketing, and Content Moderation.
📊 Role Analysis
Career Level: Mid-level
Reporting Structure: Reports directly to the Operations Manager
Work Arrangement: Remote OK, with flexible scheduling options
Growth Opportunities:
- Potential career progression into management or senior roles within the Quality Assurance department
- Opportunities to work on diverse projects and campaigns for various clients
- Chance to develop coaching and mentoring skills by helping others improve
ASSUMPTION: This role offers growth opportunities in the form of career progression, diverse project experience, and the chance to develop coaching and mentoring skills.
🌍 Location & Work Environment
Office Type: Hybrid (with remote work options)
Office Location(s): Pasig City, Philippines
Geographic Context:
- Pasig City is located in the Metro Manila area of the Philippines
- The city offers a mix of urban and suburban living, with plenty of shopping, dining, and entertainment options
- Pasig City has a tropical monsoon climate, with temperatures ranging from 21°C to 32°C (70°F to 90°F) throughout the year
Work Schedule: 40 hours per week, with flexible scheduling options
ASSUMPTION: The work environment for this role is hybrid, with remote work options available. Pasig City offers a mix of urban and suburban living, with a tropical monsoon climate year-round.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- In-depth interview with the hiring manager
- Final interview with the team
Key Assessment Areas:
- Problem-solving skills
- Communication skills
- Attention to detail
- Cultural fit
Application Tips:
- Highlight relevant experience and achievements in quality assurance and auditing
- Demonstrate a strong commitment to delivering high-quality results
- Showcase your ability to work well with others and provide constructive feedback
- Tailor your resume and cover letter to the specific requirements of this role
ATS Keywords: Quality Assurance, Audit, Customer Experience, Feedback, Reporting, Attention to Detail, Analytical Skills, Communication Skills, Coaching, Development
ASSUMPTION: The application process for this role typically involves an online application submission, followed by phone or video screening, an in-depth interview with the hiring manager, and a final interview with the team. Key assessment areas include problem-solving skills, communication skills, attention to detail, and cultural fit. Applicants should highlight relevant experience and demonstrate a strong commitment to delivering high-quality results.
🛠️ Tools & Technologies
- Quality assurance tools (e.g., QAComplete, TestRail, Zephyr)
- Project management tools (e.g., Jira, Asana, Trello)
- Communication and collaboration tools (e.g., Slack, Microsoft Teams)
- Data analysis tools (e.g., Excel, Google Sheets)
ASSUMPTION: The tools and technologies required for this role include quality assurance tools, project management tools, communication and collaboration tools, and data analysis tools.
👔 Cultural Fit Considerations
Company Values:
- Grit: We never give up
- Curiosity: We want to know you, what makes you tick and what it will take to help you grow
- Learning: Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed
- Grace: The unconditional love for our fellow man
- Honesty & Sincerity: Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt
- Integrity: Integrity is standing up for what we believe is right and living by our highest values
Work Style:
- Dynamic and fast-paced environment
- Collaborative and team-oriented culture
- Focus on continuous learning and improvement
- Strong commitment to customer satisfaction
Self-Assessment Questions:
- Do you have a proven track record of delivering high-quality results in a quality assurance role?
- Are you comfortable working in a dynamic and fast-paced environment?
- Do you have strong communication skills and the ability to provide constructive feedback to others?
- Are you committed to continuous learning and improvement?
ASSUMPTION: Enshored values a dynamic and fast-paced work environment, with a strong commitment to customer satisfaction and continuous learning and improvement. Applicants should assess their fit with these values and work style before applying.
⚠️ Potential Challenges
- Working with remote teams may present communication and time zone challenges
- Managing multiple projects and deadlines can be stressful
- Providing constructive feedback to employees may be difficult at times
- Pasig City traffic and commuting may be challenging during peak hours
ASSUMPTION: Potential challenges for this role include working with remote teams, managing multiple projects and deadlines, providing constructive feedback, and commuting in Pasig City during peak hours.
📈 Similar Roles Comparison
- Quality Assurance Manager: Responsible for overseeing the quality assurance process and managing a team of quality assurance analysts
- Quality Assurance Engineer: Focuses on the technical aspects of quality assurance, such as test automation and software development
- Quality Assurance Tester: Concentrates on manual and automated testing to ensure software meets quality standards
ASSUMPTION: This role is similar to Quality Assurance Manager, Quality Assurance Engineer, and Quality Assurance Tester roles, but with a focus on internal audits, feedback, and reporting.
📝 Sample Projects
- Conducting a comprehensive audit of a new client's customer support processes
- Developing and implementing a quality assurance plan for a high-growth e-commerce company
- Providing regular feedback and coaching to a team of customer support agents to improve their performance
ASSUMPTION: Sample projects for this role may include conducting audits, developing quality assurance plans, and providing feedback and coaching to employees.
❓ Key Questions to Ask During Interview
- What are the biggest challenges facing the quality assurance department currently?
- How does Enshored support the growth and development of its employees?
- What is the team structure and dynamic like within the quality assurance department?
- How does Enshored ensure the quality and consistency of its services across various clients and industries?
- What are the most important qualities Enshored looks for in a Quality Analyst?
ASSUMPTION: Key questions to ask during the interview for this role may include inquiries about the quality assurance department's challenges, Enshored's support for employee growth and development, the team structure and dynamic, quality and consistency of services, and the most important qualities Enshored looks for in a Quality Analyst.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Prepare for the interview by researching Enshored's clients and their products/services
- Practice providing constructive feedback and coaching examples
- Follow up with the hiring manager one week after your final interview to express your interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
