Quality Assurance Expert

6 days ago


Iloilo City, Western Visayas, Philippines Transcom Worldwide Philippines, Inc. Full time

Job Description

About the Role

The QA Specialist plays a vital role in ensuring the quality of our campaigns while maintaining effectiveness and target efficiency. This involves conducting audits, investigations, reviews, recommendations, and communication to meet client requirements.

As a QA Specialist, you will be responsible for monitoring, listening, recording, and evaluating agent phone calls according to defined rules and processes. Your primary goal is to improve customer satisfaction and provide proactive feedback to Operations regarding agent performance.

You will ensure that the required number of audits for the campaign is completed and provide accurate feedback to Operations. This position requires excellent communication skills, attention to detail, and analytical abilities.

Responsibilities
  • Communication
    • Participate in internal and external client calibration sessions
    • Support Team Leaders in setting improvement programs and action plans for CSRs
    • Report on completed projects and/or reviews upon request
    • Elevate quality deficiencies to QL/QM
    • Attend internal local meetings with staff or other departments
    • Develop expertise on all campaigns assigned to your site
    • Gather up-to-date information and integrate feedback into best practices
    • Handle internal and client complaints/escalations
  • Knowledge Management
    • Inform Training, CS, and OPS of any gaps in contact handling or online guides
    • Stay well-informed about all required campaign information
    • Align with new processes created or provided by management
  • Training
    • Recommend training programs to assist in creating new training content
    • Deliver client-specific quality training as needed to all stakeholders
    • Participate in review analysis
    • Identify and report training needs to maintain quality levels
    • Continuously review procedures and implement improvements based on client and quality department feedback
    • Discuss QA process and expectations with Pre-30 agents upon assignment


  • Iloilo City, Western Visayas, Philippines Bestank Manufacturing Corporation Full time

    Job Title: Quality Assurance DirectorWe are seeking a highly experienced Quality Assurance Director to lead our Quality Management System (QMS) initiatives.Main Responsibilities:Develop and implement QMS policies and procedures to ensure compliance with regulatory requirements.Conduct regular audits and assessments to identify areas for process...


  • Iloilo City, Western Visayas, Philippines HealthyBOS Full time

    **Job Overview**We are seeking a highly skilled Quality Assurance Specialist to join our team at HealthyBOS.The successful candidate will be responsible for ensuring the highest standards of quality and consistency across all engagements. They will work closely with cross-functional teams to identify areas for improvement and implement process...


  • Iloilo City, Western Visayas, Philippines HealthyBOS Full time

    **Job Summary**We are seeking a Service Delivery Quality Expert to join our team at HealthyBOS. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality and consistency across all engagements. You will work closely with cross-functional teams to identify areas for improvement and implement process...


  • Iloilo City, Western Visayas, Philippines Stealth Monitoring, Inc. Full time

    Stealth Monitoring, Inc. is seeking a talented Quality Assurance Professional to join our team as an Incident Investigation Specialist.About the RoleThe Incident Investigation Specialist will be responsible for investigating incidents that occur at properties monitored by our Monitoring Center. This role requires a strong analytical mindset and excellent...


  • Iloilo City, Western Visayas, Philippines Stealth Monitoring, Inc. Full time

    Stealth Monitoring is looking for talented individuals like you Be the next Quality Assurance Specialist - Apprentice.Stealth's Quality Assurance Specialist (QAS) is responsible for investigating incidents that happened at properties monitored by the Monitoring Center. Root cause analysis is performed to determine the root cause, corrective action and...


  • Iloilo City, Western Visayas, Philippines Gratitude Philippines Full time

    **Job Description**We are seeking a highly skilled and experienced Quality Assurance Professional to lead our team in delivering exceptional service quality. As the ideal candidate, you will have a strong background in BPO operations and at least 2 years of experience in quality management.Key Responsibilities:Develop and implement strategies to improve...


  • Iloilo City, Western Visayas, Philippines SMDC Full time

    Quality Assurance Quality Control Supervisor1 day ago Be among the first 25 applicantsJob Responsibilities:In coordination with the Project Management Manager, control and monitor compliance of all project sites and their activities related to Quality Management System (QMS).Oversee the implementation of the Project Execution Plan at project sites and...

  • Quality Assurance

    6 days ago


    Bacolod City, Western Visayas, Philippines 3D Blocks Construction Full time

    Quality Assurance / Quality Control Officer (Licensed Architect)Be among the first 25 applicantsDirect message the job poster from 3D Blocks ConstructionResponsibilities:Develop and implement QA/QC procedures to ensure project quality.Conduct inspections and audits to verify compliance with standards.Identify and resolve quality-related issues during...


  • Iloilo City, Western Visayas, Philippines SMDC Full time

    About the RoleThis is an exciting opportunity for a highly skilled and experienced QA/QC Supervisor to join SMDC as a key member of our team.As a QA/QC Supervisor, you will play a crucial role in ensuring that all project sites comply with our quality management system (QMS) and are in accordance with applicable codes and standards.You will be responsible...


  • Iloilo City, Western Visayas, Philippines Transcom Worldwide Philippines, Inc. Full time

    ShareJob DescriptionGovernment Mandated Benefits13th Month PayInsurance Health & WellnessHMORetirement PlanMaternity & Paternity LeaveDescriptionThe QA Specialist provides Quality audits for the campaign while maintaining effectiveness and target efficiency to ensure client requirements are met. Investigations, reviews, recommendations, and communication are...


  • Cebu City, Central Visayas, Philippines Cobden & Carter International Full time

    About the Role:The Quality Assurance and Regulatory Expert will be responsible for reviewing and ensuring all technical documents meet FDA and international standards for gene therapy. They will also monitor and address compliance with regulatory requirements for manufacturing and clinical documentation.This is a great opportunity to work closely with the...


  • Iloilo City, Western Visayas, Philippines Gratitude Philippines Full time

    About UsGratitude Philippines is committed to delivering high-quality services that exceed our clients' expectations. Our team is dedicated to driving excellence and innovation in all aspects of our work.Job OverviewThis role plays a critical part in our organization's success by leading the development and implementation of strategies to drive quality...


  • Iloilo City, Western Visayas, Philippines JobsAvenuePH Full time

    Job DescriptionPerform comprehensive channel monitoring to evaluate employee behavior and customer service performance, ensuring compliance with company policies and business regulations.Provide structured feedback and recommendations to address skills and knowledge gaps, as well as behavioral opportunities.Analyze internal and external quality reports for...


  • Bacolod City, Western Visayas, Philippines 3D Blocks Construction Full time

    Job OverviewWe are seeking a highly skilled Quality Assurance Specialist to join our team at 3D Blocks Construction.About the RoleThis position is responsible for ensuring project quality by developing and implementing QA/QC procedures. You will conduct inspections and audits to verify compliance with standards, identify and resolve quality-related issues...

  • Quality Analyst

    6 days ago


    Iloilo City, Western Visayas, Philippines HealthyBOS Full time

    Role DescriptionThis is a full-time on-site role as a BPO Quality Analyst located in Iloilo. The BPO Quality Analyst will be responsible for ensuring quality standards and consistency of service across all engagements and will collaborate with cross-functional teams to identify areas of improvement and promote process enhancements.QualificationsBachelor's...


  • Iloilo City, Western Visayas, Philippines HealthyBOS Full time

    **Job Description**As a Business Process Quality Manager at HealthyBOS, you will play a crucial role in driving quality excellence across our organization. Your primary responsibilities will include developing and implementing quality assurance programs, analyzing data to inform business decisions, and collaborating with stakeholders to identify and...


  • Bacolod City, Western Visayas, Philippines SMDC Full time

    Job Summary:This role involves overseeing the implementation of Quality Management System (QMS) across multiple project sites.You will be responsible for ensuring compliance with approved Quality Control Plans and conducting regular inspections to verify adherence to quality standards.A strong background in civil engineering and experience as a QA/QC...


  • Iloilo City, Western Visayas, Philippines Gratitude Philippines Full time

    Senior Business Process Specialist - Quality Assurance Job DescriptionAs a Senior Business Process Specialist - Quality Assurance, you will be responsible for analyzing and improving business processes to increase efficiency and effectiveness. You will also develop and implement quality strategies to drive excellence and reduce risks.Key...


  • Cebu City, Central Visayas, Philippines Med Supply US Full time

    Job Summary:The Medical Service Quality Expert will be responsible for ensuring that our medical services meet all necessary quality standards, with a particular focus on monitoring and improving the quality of interactions between customers and agents. This role involves reviewing service recordings, identifying issues, providing feedback, and developing...


  • Cebu City, Central Visayas, Philippines Meralco Industrial Engineering Services Corporation Full time

    Meralco Industrial Engineering Services Corporation seeks a talented Infrastructure Development and Quality Assurance Expert to lead project quality control activities. The ideal candidate will ensure timely development and approval of quality procedures and plans, promoting infrastructure development and quality assurance.Responsibilities:Develop and...