QA Quality Specialist

1 day ago

Cainta, Calabarzon, Philippines beBeeQualityAssurance Full time $90,000 - $120,000
About This Role

We are seeking a Quality Assurance Specialist to join our team, playing a key role in driving the transformation of how we provide support experience.

This individual will report directly to the Quality Assurance Team Lead and be responsible for evaluating support interactions, coaching and mentoring team members, analyzing performance data, designing training sessions, and participating in quality management initiatives.

This role requires strong analytical and problem-solving skills, as well as the ability to communicate effectively with team members and stakeholders.

Key Responsibilities
  • 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.
Qualifications

This individual must have strong analytical and problem-solving skills, with the ability to communicate effectively with team members and stakeholders. A background in Quality Assurance is essential, along with knowledge of AI-powered QA tools.

Benefits

We offer a competitive salary and benefits package, including opportunities for professional growth and development. Our team is committed to creating a positive and inclusive work environment, where everyone feels valued and supported.

About Us

We are a forward-thinking organization, dedicated to delivering exceptional support experiences. We believe in empowering our team members to make a meaningful impact, and we're looking for like-minded individuals to join us on this journey.

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