Quality Assurance

Position Title: Quality Assurance (Appointment Setting)

Work Set Up: On-Site

Schedule: 9:00 PM to 6:00 AM PH Time

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

We are seeking an experienced Quality Assurance Specialist with 2 to 3 years of QA experience in outbound calling. The ideal candidate must be proficient in Zendesk, Salesforce, Zoho, Airtable, and Monday.com, and skilled in using Vicidial, APN, and the Zoho Dialer. Responsibilities include monitoring calls, auditing CRM data, ensuring script compliance, and providing feedback to enhance appointment-setting performance.

What You'll Do:

• Monitor 50 to80 calls daily from appointment setters to ensure correct script usage, lead qualification accuracy, and compliance with company standards.

• Audit CRM entries across Zendesk, Salesforce, Zoho, Airtable, and Monday.com to ensure all appointment data is complete, accurate, and up to date.

• Review and verify appointments booked via Vicidial, APN, and Zoho dialer to confirm they meet pre-defined qualification criteria before handover to sales.

• Prepare weekly QA scorecards and highlight trends, recurring issues, and opportunities for training.

• Provide targeted coaching sessions to appointment setters based on QA findings.

• Collaborate with the operations team to update scripts, workflows, and lead-handling processes for better conversion rates.

• Use MS Excel to maintain QA logs, performance dashboards, and compliance reports.

• Escalate quality or compliance concerns to management promptly.

What We're Looking For:

• 2 to3 years QA experience in appointment setting, outbound sales, or lead generation.

• Proven ability to monitor high call volumes and assess quality effectively.

• Proficiency with CRM tools: Zendesk, Salesforce, Zoho, Airtable, Monday.com.

• Experience with diallers: Vicidial, APN, Zoho.

• Strong command of MS Office Suite (especially Excel for tracking and reporting).

• Excellent listening skills, attention to detail, and ability to deliver constructive feedback.

• Experience creating QA scorecards and compliance checklists for appointment setting.

• Familiarity with sales funnels and lead qualification processes.

• Prior background in coaching or training telesales agents.

• Self-motivated with strong organizational and time-management skills.

Why You'll Love Joining the CO Fam

At Clark Outsourcing, were redefining what it means to work in a BPO. This isn't your regular office setup - its where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you'll have to experience it yourself to believe it.

Here's what's in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches

At CO, its not just about work - it's about loving where you work. Ready to experience the best workplace ever? We cant wait to welcome you to the team