Posted at: 1 April

Quality Assurance Analyst | Solar Campaign

Company

CompanyClearSource BPO

ClearSource BPO is a Utah-based B2B outsourcing provider specializing in customer support and back-office solutions for the solar energy sector, with operations in the Philippines and South Africa.

Remote Hiring Policy:

ClearSource BPO supports remote work for select roles and hires from various locations, including the Philippines and South Africa, allowing team members to work remotely without strict location restrictions.

Job Type

Full-time

Allowed Applicant Locations

Philippines, South Africa

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Job Description

Summary

The Quality Analyst (QA) is responsible for evaluating customer interactions, operational processes, and outputs to ensure compliance with organizational and client standards. This role plays a critical part in driving continuous improvement by identifying performance gaps, conducting root-cause analysis, and delivering actionable insights that enhance agent performance and overall customer experience.

Key Responsibilities

  • Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and guidelines
  • Provide timely, accurate, and constructive feedback to agents and operations teams
  • Conduct calibration sessions with internal stakeholders to ensure scoring alignment and consistency
  • Identify trends, gaps, and areas for improvement through data analysis and quality audits
  • Perform root-cause analysis on performance issues and recommend corrective actions
  • Partner with Operations and Training teams to support performance improvement initiatives
  • Prepare and present quality reports, dashboards, and insights to leadership
  • Ensure compliance with company policies, client requirements, and regulatory standards
  • Support continuous improvement initiatives to enhance customer experience and operational efficiency

Qualifications Required

  • Bachelor’s degree in business, IT, Communications, or any related field.
  • At least 1 year of experience in Customer Service, or a minimum of 1 year of experience in Quality Assurance, Training, or Operations.
  • Basic proficiency in data tools, including Excel (pivot tables and formulas) and BI tools such as Power BI.
  • Strong analytical and problem‑solving skills, with the ability to work independently.
  • Ability to perform effectively in a high‑pressure or fast‑paced environment.
  • Excellent written and verbal communication skills.
  • Demonstrates confidence and professionalism when delivering coaching or presenting calibration results.
  • High attention to detail and accuracy.
  • No issues on absenteeism or issued NTEs for the past 3 mos.
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