Quality Assurance Professional

14 hours ago

Bacoor, Calabarzon, Philippines beBeeQuality Full time ₱1,800,000 - ₱2,500,000
Job Description:

At a remote-first organization, we believe our team members should have the flexibility to work from anywhere. Whether that's from home, an office, or a combination of both, we want our team members to be able to support their family, personal goals, and other priorities.

We are a distributed company, which means that interviews and onboarding are conducted virtually. This role is fully remote, and we can hire people in any country where we have a legal entity.

The Quality Assurance Team plays a crucial role in driving transformation as the organization evolves. As a Quality Assurance Specialist, you will report directly to the Quality Assurance Team Lead.

Key Responsibilities:

  1. Evaluate and monitor interactions according to established standards, utilizing traditional methods and AI-powered QA tools.
  2. Coach and mentor colleagues, identify opportunities for growth, provide constructive feedback, offer guidance or mentorship, and help create actionable improvement plans.
  3. Conduct in-depth analyses of team and individual performance, share insights with leadership, and engage in planning measurable milestones to address performance gaps impacting customer satisfaction, quality assurance, and client experience.
  4. Design and lead training sessions focused on quality practices.
  5. Participate in calibration sessions to ensure consistent rating across various issue types in all support channels.
  6. Collaborate with cross-functional teams to drive improvements in content and process.
  7. Develop scorecards, activities, and programs to maintain continuous progress toward achieving outstanding product and service quality.
  8. Work alongside peers, leadership, and other teams to identify gaps and develop solutions that enhance performance and improve outcomes.
  9. Validate and fine-tune AI models (e.g., sentiment analysis, keyword detection, interaction scoring) to ensure accurate and consistent scoring.

Requirements:

  • 3+ years in quality assurance or customer experience analytics role in Tech or SaaS sector.
  • 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.
  • Comfortable interpreting AI outputs and tuning models in collaboration with technical teams.
  • 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.
  • Success in managing simultaneous tasks requires considerable initiative and prioritization.

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