ISTA Solutions is a leading Business Process Outsourcing (BPO) company, providing exceptional services to clients worldwide. We are currently searching for a dedicated and experienced Quality Analyst to join our team. As a Quality Assurance Specialist, you will play a critical role in ensuring the highest level of service quality for our clients. Responsibilities: Develop and implement quality assurance standards and processes Conduct regular audits to evaluate agent performance and compliance with established protocols Identify areas for improvement and provide actionable feedback to agents and management Create and maintain comprehensive documentation of quality-related processes and procedures Collaborate with teams to develop and deliver training programs to enhance quality and performance Stay updated with industry trends and best practices to continually improve quality assurance processes Requirements Previous experience as a Quality Assurance Specialist or similar role in a BPO environment Strong analytical and problem-solving skills Excellent attention to detail Ability to thrive in a fast-paced and dynamic work environment Excellent verbal and written English skills Proficient in using quality assurance software and tools Willing to work onsite in Makati Amenable working night shift Benefits What can we offer you? Competitive salary and benefits Health Insurance with free dependents* 10%-night differential Attendance Bonus Paid time off Convertible to cash leave credits Performance Appraisal Work-life balance A focus on growing your career path with us We encourage you to follow your passions and learn new skills Our commitment to you Strong culture and values-driven leadership We create opportunities for you to learn and grow at any stage of your career Continuous learning and innovation We foster an all inclusive environment where everyone thrives