QA Specialist Role

3 days ago

Mandaue City, Central Visayas, Philippines beBeeQuality Full time ₱2,579 - ₱4,343
Quality Assurance Expert

The Quality Assurance Team plays a pivotal role in driving transformation within the Customer Advocacy group, working to make a significant impact on a larger scale through innovative QA practices.

Joining this team means embracing innovation, automation, and data-driven analysis to shape right behaviors and empower teams to excel. We are focused on replacing outdated manual processes with scalable, AI-enhanced quality programs that improve experiences for both customers and advocates.

Key Responsibilities:

  • Evaluation and Monitoring: Assess support interactions according to established standards, utilizing 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.

Benefits of Working with Us:

  • We offer a flexible work environment where employees can choose where they work – whether in an office, from home, or a combination of the two.
  • Our company has offices around the world, but interviews and onboarding are conducted virtually.
  • This is a remote position that allows for geographically dispersed teams across different time zones.

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