We are seeking a meticulous and detail-oriented Quality Assurance (QA) Specialist to join our quality team. The QA Specialist will be responsible for ensuring the accuracy, compliance, and overall quality processes. This role requires a thorough understanding of technical support, excellent analytical skills, and a commitment to upholding the highest standards of quality and customer service.

1. Conduct quality assurance audits on customer interactions (e.g., phone calls, emails, chats) to evaluate adherence to company policies, procedures, and service standards.
2. Analyze quality metrics, including call monitoring scores, customer feedback, and performance data, to identify trends, patterns, and areas for improvement.
3. Provide detailed feedback and coaching to most outlier agents based on audit findings, focusing on performance gaps and opportunities for skill enhancement.
4. Create and conduct weekly, monthly business reviews according to trends, analysis and quality performances.
5. Send daily, weekly, monthly reports of the campaign’s running and overall quality performance.
6. Collaborate with cross functional teams to develop and implement quality improvement initiatives and action plans.
7. Maintain accurate and comprehensive records of QA audits, findings, and corrective actions, ensuring compliance with regulatory requirements.
8. Participate in calibration sessions with QA team members and leadership to ensure consistency and alignment in evaluation criteria.
9. Assist in the development and refinement of QA processes, procedures, and evaluation criteria to optimize efficiency and effectiveness.
10. Act as a subject matter expert on QA methodologies, tools, and techniques, providing guidance and support to operations as needed.
11. Serve as a liaison between the QA team, contact center operations, and other departments to facilitate cross-functional collaboration and knowledge sharing.

1. Must be a Quality Specialist for a minimum of 2 years preferably with technical support background.
2. Fluency in English, both written and verbal. Effective communication and interpersonal skills, with the ability to provide constructive feedback and collaborate with internal teams.
3. Strong understanding of contact center operations, including call handling procedures, customer service metrics, and performance management.
4. Strong presentation and reporting skills, with the ability to effectively communicate audit findings, quality metrics, and recommendations to stakeholders in a clear, concise, and visually engaging manner.
5. Proficiency in using QA tools and software to conduct audits, analyze data, and generate reports (e.g., call recording systems, quality monitoring platforms).
6. Excellent analytical skills and attention to detail, with the ability to interpret data, identify trends, and make actionable recommendations.
7. Proven ability to prioritize tasks, manage workload efficiently, and meet deadlines in a fast-paced, dynamic environment.
8. Familiarity with quality management principles, methodologies, and best practices.
9. Customer-centric mindset with a commitment to delivering high-quality service and driving continuous improvement.
10. Flexibility to adapt to changing priorities, business needs, and evolving industry trends.

• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Job Type: Full-time

Pay: Php35,000.00 – Php37,500.00 per month