Quality Assurance Lead

4 days ago

Manila, National Capital Region, Philippines beBeeAnalyzer Full time $40,000 - $55,000

Quality Assurance Role

Evaluate the delivery of high-quality customer support interactions to ensure exceptional service quality. Assess and provide actionable feedback on performance to drive continuous improvement.

Key Responsibilities:

  • Monitor and evaluate customer support interactions (calls, chats, cases) to assess quality and adherence to internal processes, compliance standards, and customer experience best practices.
  • Record evaluations utilizing departmental quality monitoring forms.
  • Provide detailed, constructive feedback and coaching points to support teams to improve performance and ensure alignment with QA standards.
  • Identify areas for continuous improvement in staff performance, the quality monitoring process itself, processes and metrics on an ongoing basis in a constructive and positive environment.
  • Contribute to the development, calibration, and continuous improvement of QA evaluation guidelines.
  • Collaborate with Supervisors and other stakeholders to drive performance improvements through quality insights.
  • Participate in calibration sessions with internal and cross-functional stakeholders to maintain scoring consistency and objectivity.
  • Support QA reporting through timely and accurate documentation of quality evaluations, trends, and analysis.
  • Assist in special projects and quality-related initiatives.
  • And other duties as assigned by management
  • Problem Solving: Demonstrates strong analytical skills with the ability to identify root causes, connect insights to operational challenges, and propose solutions.
  • Results-Oriented: Focused on driving outcomes and improvements by translating quality observations into measurable performance gains.
  • Detail-Oriented: Maintains a high level of accuracy and thoroughness in evaluations and documentation.
  • Communication: Effectively delivers constructive feedback, both written and verbal, in a clear, respectful, and actionable manner.
  • Collaboration: Works effectively across teams to ensure alignment and support of overall quality and operational goals.

Qualifications:

  • Minimum of 2 years' experience in a Quality Assurance position – Contact Center, Customer Support or BPO industry experience is highly desired.
  • Strong knowledge of QA frameworks, contact center metrics, and customer experience principles.
  • Must be an independent self-starter possessing excellent time management skills
  • Proficient in tools such as Excel, Google Sheets, and QA platforms; experience in similar CRM/telephony systems is a plus.
  • Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations
  • Possesses an ability to prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
  • A positive can-do attitude and willingness to jump in and help wherever needed
  • Available to work on a rotating schedule based on business needs

Company Benefits

  • Stock options
  • Annual merit increase based on performance
  • Comprehensive health insurance with dependents covered
  • Retirement plan
  • Life insurance
  • Flexible work arrangements, including remote work options
  • Employee Assistance Program for mental and social well-being
  • Government-mandated Benefits

Our Commitment

We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. We celebrate differences and promote a culture of belonging, where everyone feels valued and empowered to contribute their unique perspectives and skills.

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