Innovative Quality Solutions Lead

13 hours ago

Cagayan de Oro, Northern Mindanao, Philippines beBeequality Full time ₱1,200,000 - ₱1,500,000

Job Title: Quality Assurance Specialist

We are seeking a highly skilled Quality Assurance Specialist to join our team. As a key member of our Customer Advocacy team, you will play a crucial role in driving innovation and automation.

About the Role
  • Evaluation and Monitoring: Assess support interactions according to established standards, utilizing both traditional methods and AI-powered QA tools.
  • Coaching and Mentoring: Identify opportunities for growth, provide constructive feedback, offer guidance or mentorship, and help create actionable improvement plans.
  • Analysis and Reporting: Conduct in-depth analyses of team and individual performance, share insights with leadership, and engage in planning measurable milestones to address performance gaps impacting CSAT, QA, and CES.
  • Learning and Development: Design and lead training sessions focused on quality practices.
  • Quality Management: Participate in calibration sessions to ensure consistent rating across various issue types in all support channels.
  • Content and Process Improvement: Identify training needs, enhance processes, and recognize documentation opportunities while collaborating with cross-functional teams to drive improvements.
  • Innovation and Continuous Improvement: Create scorecards, activities, and programs to maintain continuous progress toward achieving outstanding product and service quality.
  • Strategic Partnership and Collaboration: Work alongside peers, leadership, and other teams to identify gaps and develop solutions that enhance performance and improve outcomes.
  • AI and Machine Learning: Validate and fine-tune AI models (e.g., sentiment analysis, keyword detection, interaction scoring) to ensure accurate and consistent scoring.
Your Background
  • We are looking for a highly motivated and experienced professional with 3+ years in quality assurance or customer experience analytics role in Tech or SaaS sector.
  • You should have experience with QA platforms with AI integrations (e.g., MaestroQA, Zendesk QA, Playvox, Observe.AI, or similar).
  • Knowledgeable with AI/ML model evaluation frameworks and benchmarks, including understanding model behavior and evaluation metrics.
  • Familiarity with fundamentals of AI/ML-driven tools such as speech/text analytics, sentiment detection, and interaction scoring.
  • Background in analyzing data of varying complexity; working knowledge of SQL is a plus.
  • Capable of supporting geographically dispersed teams across different time zones.
  • Understanding of basic business metrics and the impact of support on these metrics.
  • Problem-solving capabilities to create effective strategies to improve support quality.
  • Experience communicating feedback and working knowledge of goal-setting practices.

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