Senior Quality Assurance Expert

8 hours ago

Pasay, National Capital Region, Philippines beBeeAssurance Full time ₱6,000,000 - ₱8,000,000
Quality Assurance Professional

We are seeking a highly skilled Quality Assurance Specialist to join our organization. As a Quality Assurance Professional, you will play a crucial role in driving our transformation to lead in the AI era by implementing innovative QA practices that make a meaningful impact on a larger scale.

The Quality Assurance Team is responsible for evaluating support interactions, coaching and mentoring teams, conducting analysis and reporting, designing training sessions, and participating in calibration sessions. We aim to replace outdated manual processes with scalable, AI-enhanced quality programs that improve experiences for both customers and advocates.

In this role, you will:

  • Evaluate support interactions using established standards and AI-powered QA tools.
  • Coach and mentor teams to identify opportunities for growth and improvement.
  • Analyze team and individual performance and share insights with leadership.
  • Design and lead training sessions focused on quality practices.
  • Participate in calibration sessions to ensure consistent rating across various issue types.

To be successful, you should have 3+ years of experience in quality assurance or customer experience analytics in the Tech or SaaS sector. You should also possess experience with QA platforms that integrate with AI, knowledge of AI/ML model evaluation frameworks, and familiarity with fundamentals of AI-driven tools such as speech/text analytics and sentiment detection.

You will work collaboratively with technical teams, interpret AI outputs, tune models, and develop effective strategies to improve support quality. Comfortable supporting geographically dispersed teams across different time zones is essential.

Key Responsibilities:

Achieve and Maintain High-Quality Support Interactions

Apply established standards and AI-powered QA tools to evaluate support interactions and optimize support quality.

Enhance Team Performance through Coaching and Mentoring

Identify opportunities for growth and improvement within teams and provide guidance to enhance overall performance.

Deliver High-Impact Training Sessions

Design and lead training sessions focused on quality practices to drive significant improvements in support quality.

Collaborate with Technical Teams

Work collaboratively with technical teams to interpret AI outputs, tune models, and develop effective strategies to improve support quality.

Requirements:

Experience:

At least 3 years of experience in quality assurance or customer experience analytics in the Tech or SaaS sector.

Skills and Qualifications:

Experience with QA platforms that integrate with AI, knowledge of AI/ML model evaluation frameworks, and familiarity with fundamentals of AI-driven tools such as speech/text analytics and sentiment detection.

Education:

Bachelor's degree in Computer Science, Information Technology, or related field.

Languages:

Proficient in English language (both written and spoken).

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