Quality Assurance

5 days ago

Davao del Sur Philippines Awesome CX by Transcom Full time

Overview

AWSome CX by Transcom is looking for talented individuals like you to join our Awesome Team Be a Quality Assurance and Training Specialist for our Awesome CX by Transcom Davao site. This role will focus on partnering closely with team leads, identifying performance gaps, and taking ownership of closing them through consistent training, accurate reporting, and follow-through on action plans.

Key Responsibilities Quality Auditing and Feedback
  • Create, implement, and clearly communicate quality guidelines and processes for the account.
  • Conduct accurate, consistent scoring of emails, chats, and other service channels, ensuring all evaluations are fair and aligned with standards.
  • Conduct regular calibration sessions with HQ team, ACX leadership, and agents to maintain alignment on quality expectations.
  • Audit SLA-breached tickets to ensure they are being properly addressed and maintained, using HQ guidelines to identify gaps and create targeted coaching plans.
  • Review all low-rated CSAT tickets, warranty cases being one of the most common, and use them as training material to address root causes.
  • Maintain precise, reliable quality and KPI data that can be used for leadership decision-making.
  • Utilize the established audit form to conduct evaluations, while also reviewing the form itself regularly to identify opportunities for improvement and providing recommendations to HQ when updates or enhancements are needed.
Performance Coaching and KPI Management
  • Proactively monitor agent KPIs, including CSAT, SLA compliance, and accuracy in handling top case types, ensuring measurable improvements are achieved.
  • Develop and implement individualized coaching plans with clear, measurable goals and deadlines.
  • Partner with team leads to align on agent progress, follow up on action items, and hold agents accountable for improvement.
  • Hold bi-weekly one-on-one feedback sessions with each agent, focusing on skill-building and closing performance gaps.
  • Distribute monthly agent scorecards to track and communicate performance trends.
  • Recognize and celebrate agent achievements during team meetings and through internal communications.
  • Contribute to weekly reports with HQ leaders and ACX team leads to assess performance volume, quality trends, and department needs.
Training and Development
  • Based on team performance and audit trends, design and deliver targeted training refreshers and workshops to improve skills such as empathy, de-escalation, tone, and handling complex or high-value cases.
  • Follow up after training sessions to ensure new skills and processes are consistently applied.
Process Improvement and Reporting
  • Proactively identify trends, recurring issues, and opportunities for improvement to increase efficiency and accuracy, and escalate to leadership with actionable recommendations.
  • Provide HQ with a clear weekly performance summary outlining audit findings, progress against KPIs, major trends, and next-step action items.
#J-18808-Ljbffr

  • Oasis Quality Assurance Auditor

    5 days ago

    , Davao del Sur, Philippines NovaCare Administrative Solutions (NCAS) OPC Full time

    WE'RE HIRING Registered Nurse Location: Bonifacio St., Davao City HYBRID SETUP Permanent Job Elevate your career into Quality Assurance Auditor in the Healthcare sector! We’re looking for Registered Nurses who are eager to grow and succeed. NovaCare Administrative Solutions has exciting opportunities designed just for you! Join our Team as an...

  • Quality Assurance

    14 hours ago

    , , Philippines Buscojobs Full time

    Quality Assurance jobs in the Philippines Explore quality assurance jobs, where meticulous attention to detail meets a commitment to excellence. These roles are integral across various industries, focusing on maintaining and improving product and service standards. Professionals in quality assurance analyze processes, identify areas for improvement, and...

  • Quality Assurance Specialist

    5 days ago

    , Davao del Sur, Philippines SMC Integrated Farm Specialists, Inc. Full time

    Overview Hiring company Overview: SMC Integrated Farm Specialist Inc. is a subsidiary of San Miguel Corporation established in 2018. SMC-IFSI is engaged in the management, operation, and maintenance of farms, hatcheries, slaughterhouses, fishpond, storage and various facilities and equipment for breeding, hatching, raising, growing, production, slaughter...

  • Quality Assurance Inspector

    14 hours ago

    , , Philippines Buscojobs Full time

    Quality Assurance Supervisor — Mandaluyong, National Capital Region Liberty Flour Mills, Inc. Job Description The Quality Control Manager will lead a variety of food safety and quality assurance programs. You will supervise audits and inspect processes that monitor food handling, storage and service operations to assure compliance with current food safety...

  • Quality Assurance Specialist

    2 weeks ago

    Davao City, Davao, Philippines beBeeQA Full time ₱800,000 - ₱1,200,000

    Quality Assurance SpecialistWe are seeking a detail-oriented Quality Assurance Specialist to ensure the highest quality standards of our services.In this pivotal role, you will focus on quality assurance testing, with a strong emphasis on release and regression testing.The successful candidate will be responsible for performing quality assurance testing on...

  • Quality Assurance Manager

    5 days ago

    , , Philippines Michael Page Full time

    Join a leading multinational pharmaceutical company in the Philippines. Take the lead in establishing and shaping the Quality Assurance department. About Our Client The company operates in the pharmaceutical space, focusing on delivering top-quality products and services to its customers. Job Description Collaborates with the Quality Assurance leadership...

  • App Quality Assurance

    3 days ago

    , Ilocos Sur, Philippines Buscojobs Full time

    App Quality Assurance Qa Specialist Posted today Job Description Process Improvement An exciting opportunity for a global company! With its continued expansion, Inoac Philippines Corporation is in need of potential leaders! Qualifications Knowledgeable in Autocad; Knowledgeable in Time and Motion Study; Hardworking, creative, analytic, and technically...

  • Quality Assurance

    3 days ago

    , Metro Manila, Philippines Alfamart Trading Philippines Inc. Full time

    Joining Alfamart means becoming part of a dynamic organization, which is key to career success. As the first and only Super Minimart in the Philippines, Alfamart is dedicated to serving local Filipino neighborhoods and communities. By joining the fastest-growing retail chain in the country, you become part of a team that is making a real difference. You'll...

  • Quality Assurance Specialist

    1 week ago

    Davao City, Davao, Philippines beBeeEditorial Full time ₱1,800,000 - ₱2,500,000

    Quality Assurance SpecialistWe are seeking an experienced Quality Assurance Specialist to join our team. As a specialist, you will play a crucial role in ensuring the quality and accuracy of edited manuscripts for publication.Key Responsibilities:Conduct thorough quality assurance checks on edited manuscripts to ensure they meet international publication...

  • Quality Assurance Specialist

    1 week ago

    Davao City, Davao, Philippines beBeeQuality Full time $56,000 - $84,000

    Job Title: Quality Assurance SpecialistThis is a challenging and dynamic role that requires strong analytical skills, attention to detail, and the ability to work effectively in a fast-paced environment.The ideal candidate will have excellent communication skills, be able to work collaboratively as part of a team, and possess a strong understanding of...