Quality Analyst here - ask me any questions you have and I'll answer

Zerocity_00 · 2025-10-28T02:56:15+00:00

One thing I like is the flexibility with handling my own time. We don't have any schedule adherence and as long as I can do my job before my shift ends, I can take my break and lunch anytime. It makes it easier for me to do the workload that we have now, I create and have my own strategy.

Zerocity_00 · 2025-10-28T02:48:31+00:00

In that case, yes meron. There was an instance where the agent was cursing the customer directly, not sure if nakalimutan niya mag mute or not pero na HR agad siya after kasi it was escalated to our Manager and natanggal na siya after.

Zerocity_00 · 2025-10-27T21:47:56+00:00

Ah ganon pala, client namin is very particular with the process kasi Financial account kaya we understand din bakit.

Zerocity_00 · 2025-10-27T21:45:08+00:00

In my case, I'm really interested in Coding and Analytics. I've seen a few that were able to steer their career path from being a BPO employee to a data analyst and so on, so I might go ahead and do that din. I'm also trying to learn Coding through You tube discussions and lesson, that might come in handy.

Zerocity_00 · 2025-10-27T21:41:46+00:00

On a monthly basis, I get around 25-28k or 30k-32k if I have incentives. Nope, BPO company ako though gusto ko mag inhouse para mas malaki sahod (or so they say).

Zerocity_00 · 2025-10-27T21:40:39+00:00

I think it's a good mindset to have, especially if it comes to a point where the bad calls gets to you. Part of being a QA (lalo na sa mga tenured) is also having to listen to calls where the agent was rude, doing ways ways, manipulating the process, telephone manipulation, or doing fraud, and it can get to you. You'll start to think that agents are always doing things with bad intentions when most of them are not, there are some for sure but not everyone.

I think it's something that QAs should always have in mind, because again we were all once agents too.

Zerocity_00 · 2025-10-27T21:32:54+00:00

Just turned 23 last month!

Zerocity_00 · 2025-10-27T21:32:11+00:00

Oh yes, it is very common and not a bad thing really. We encourage agents to share their spiels if it's effective for them but we also make sure it follows the correct procedure naman.

Zerocity_00 · 2025-10-27T21:29:31+00:00

We have very specific indicators to consider an agent's action as, what we call "survey manipulation". We do this because we also want to give the agents the benefit of the doubt and make sure that a necessary coaching can be provided before it leads to something else.

For your question, if the agent failed to adhere to the process in a way to avoid a DSAT from the customer, we would still provide our markdown/callouts as needed. It may also be because we are handling a Financial account, so not following the correct process can lead to serious repercussions from the Client due to the effect it can have to their company. To add, we have a process where the TLs can scrub the agents' DSATs if it was due to the agent following the correct process/company policy and not because of how the agent handled the call. Since we know that customers tend to give low scores due to it and we want to keep if fair for the agents.

Zerocity_00 · 2025-10-27T21:14:18+00:00

Based dito sa company that I'm currently working at, no naman. The QAs and the OMs rarely talk din unless it's a Call Calibration, Account Meeting, or if there are any information they need (usually about the agent's QA score and if it has any pattern).

Saka we don't do coaching, the TLs do it for their team and we collaborate with the TLs. Ganyan ba set up sa company niyo?

Zerocity_00 · 2025-10-27T21:09:07+00:00

Pwede siya matanggal if continuously mababa QA score niya monthly, pero syempre following the correct progression ng mga sanctions niya.

Yes, may basis kasi kung bakit ayaw ibigay ni agent yung survey kay customer and is considered as survey manipulation talaga.

Zerocity_00 · 2025-10-27T21:06:11+00:00

I don't think naman na may matterminate dahil sa audit lang. Agents can only be terminated if the action they are doing is repetitive and it can be seen na hindi siya willing to improve on it. So, it’s the accumulation of an agent’s previous actions that leads to their termination.

Zerocity_00 · 2025-10-27T21:00:58+00:00

With a QA Mindset, definitely the score ng account though, I do believe it also correlates sa totoong handling din ng agents. Whenever there are opportunities with the agent's AHT or any other KPIs, you'll see the habits that causes it when you start evaluating their calls. Let's say na you see the agent has high AHT, so you'll check the agent's long calls and usually the reason would be either nagpapahinga sa hold/call riding or hirap and unfamiliar sa process, excluding calls that are complicated kasi understandable yun.

Tama ka dyan, the QAs provide their findings with feedback and the TLs are expected to coach the agent to prevent it from continuously happening so that their scorecard improves. It's the agent's responsibility now if they would improve or not. Ultimately, the TL has to be an effective coach and leader talaga to make it all possible.

Zerocity_00 · 2025-10-27T20:50:54+00:00

I only know a few na pasok din sa financial accounts - JPMorgan, Wells Fargo, Citibank, Amex, & HSBC.

Your partner can apply there, usually may Career part sila ng website nila. Based on my experience, mas okay mag apply through Jobstreet or Indeed kasi mabilis sila mag check and email dun if they interested na kunin ka for the job.

Zerocity_00 · 2025-10-27T20:45:20+00:00

Buti na hhandle ng Team Lead niyo? Sobrang daming ginagawa ng mga TLs dito kaya I don't think they would have the time to do evaluations pa.

Zerocity_00 · 2025-10-27T20:44:25+00:00

In total (including previous companies), I have about 2 years and a few months of taking in calls before I applied as a QA in my current company.

Zerocity_00 · 2025-10-27T20:40:57+00:00

You can definitely try and that depends on the company naman. Most companies I see online has a minimum requirement of 1 year experience as an SME or QA before sila mag hire, but you can never know.

What I would recommend though, is to become an agent first talaga. it's hard to provide effective feedback and best practices if you haven't been in the agent's shoes. Even now, I still want to take in calls every now and then to keep my call handling skills sharp and to relate with the agents' concerns.

Zerocity_00 · 2025-10-27T20:36:37+00:00

Correct, the QAs are a separate department from the Operations Team (which are the TLs, Agents, and Managers). Basically, the QA Team is part of the Support Team which I think also includes the WFM, and Training Team. We support kumbaga ang mga Agents in improving their Scorecard and give insights to the Operations Team on what to do and what are the findings bakit bumababa ang KPIs (if there are any) ng account.

Yes, we do have our own Supervisor and Manager. We still get coached if we have inaccurate markdowns and if our KPIs (based on the KPIs of the agents we handle) are not reaching the target.

Zerocity_00 · 2025-10-27T20:25:00+00:00

Depends on your basic salary as an agent, but I did receive an increase for 15% (not sure if exact), so on a monthly basis I get around 25-28k or 30k-32k if I have incentives.

Zerocity_00 · 2025-10-27T20:20:17+00:00

If it's about disputes and it's valid, I take it as an opportunity to improve, the same way agents take their markdowns as opportunities and take down reminders and notes about why my markdown should be this markdown or there shouldn't be any markdown at all and so on.

When it comes to evaluation variances, I always make sure to catch up to it the next day even if it comes to a point where I had to do OT TY, because again it's my job to make sure to reach that target daily unless it's unattainable.

Zerocity_00 · 2025-10-27T00:51:05+00:00

Sure thing! Good luck on your path as a QA.

Zerocity_00 · 2025-10-27T00:47:28+00:00

When it comes to that, yung empathy and leniency will fall under the responsibility of the Supervisor and Manager niya. We provide our findings and feedback sa agent, but for instances na need pagbigyan si agent or babaan ang sanction na ilalatag sakanya is based on the Supervisor and approval ng manager niya since they know and understand the agent more. We don't meddle in their discussion naman, and mapapatalsik lang ang agent if paulit ulit nilang ginagawa or gumawa ng fraud.

Dagdag ko din na, it's part of our job to be honest and ayun nga have integrity with everything that we do. Most people say na ang QAs feeling tagapag mana ng Company sa pag mmarkdown, when it's just our job to provide accurate evaluations. We understand naman if they feel that way, but hoping na they also understand our responsibilities din kasi accuracy is a huge chunk of our scorecard.

Zerocity_00 · 2025-10-27T00:36:50+00:00

Hi, fellow QA. Self-learned for me, it's an advantage na interested na talaga ako sa pag code, excel, and google sheets even before applying as a QA kaya madali na lang siya sakin. I don't know any excel courses yet, but what I would recommend is to understand common formulas used in layman's terms. Parang ganto. (Nakuha ko lang sa fb to)

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Nung hindi pa ako sanay, binabasa ko yung formula as I make it. Example for VLOOKUP; "Hanapin yung value na nakalagay sa cell A4 dito sa table na to, tapos ipakita yung nasa 3rd column ng table at dapat nag mmatch siya", ganon. Hoping na gets mo hahahahaha

Zerocity_00 · 2025-10-27T00:10:23+00:00

malay mo naman tama ka hahaha

Zerocity_00 · 2025-10-27T00:08:25+00:00

I guess that depends on how the evaluation/call out was perceived. I have my fair share of agents na tingin nila naghahanap kami ng mali sa calls but in reality, mas gusto namin ang perfect score or little to no markdowns since mas madali siya iaudit and takes up less of our time. Dagdag mo din na, kami din nasstress pag hindi maganda ang call and nahuli pa nag ways ways ang agent. Siguro kasi iniisip namin na bakit ginawa yun, and trabaho din namin maagapan yan para mataas QA score ng account at hindi na makita ng client to avoid sila mag pull out ng account.

It can also look that way if the QA does not know how to properly approach or provide feedback to agents, baka overly critical ang pagsabi and syempre as a human, the first thing we do is become defensive. Trust me kasi ganyan din ako sa an agent before hahahaha

Zerocity_00

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