Quality Assurance Specialist

22 hours ago

Tarlac City, Central Luzon, Philippines Intelegencia Full time
Overview

We are seeking a highly detail-oriented and experienced Quality Assurance Specialist & Quality Control Specialist to join our team. These roles involve evaluating customer interaction quality (QA) and CRM data accuracy (QC) to ensure the delivery of high-quality service and reliable client information. You will play a vital part in maintaining performance standards across voice, email, and chat channels while verifying the integrity of data in the client's systems.

Responsibilities

QA Responsibilities:

  • Monitor and evaluate customer interactions (calls, chats, emails) to ensure alignment with service standards.
  • Identify gaps in agent performance and provide constructive feedback or coaching as needed.
  • Conduct regular calibration sessions with internal teams and client representatives.
  • Track performance trends and generate QA score reports on a daily, weekly, and monthly basis.
  • Participate in improvement programs focused on enhancing the customer experience.

QC Responsibilities:

  • Review and validate data entries in the CRM system for accuracy and completeness.
  • Identify and report data inconsistencies, duplicates, or missing information.
  • Collaborate with operations to ensure proper documentation and adherence to process standards.
  • Conduct root cause analysis for frequent data issues and recommend corrective actions.
  • Maintain internal QC documentation and reporting tools.
Qualifications
  • Bachelor's degree in any field (required)
  • Minimum of 2–3 years' experience in BPO QA or QC roles
  • Experience in monitoring customer interactions (voice, chat, email)
  • Familiar with CRM systems and data verification practices
  • Strong analytical and reporting skills
  • Proficient in Microsoft Office (Word, Excel, PowerPoint)
  • Solid understanding of QA/QC tools, standards, and methodologies
  • Certification in QA, QC, or Six Sigma is an advantage
  • Excellent written and verbal communication skills
  • Strong attention to detail and ability to work independently
  • Amenable to flexible scheduling, including weekends if needed

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