Quality Assurance Specialist

7 days ago

Tarlac City, Central Luzon, Philippines Intelegencia Full time $104,000 - $130,878 per year

Job Description:

We are seeking a highly detail-oriented and experienced
Quality Assurance Specialist
&
Quality Control Specialist
to join our team. These roles involve evaluating customer interaction quality (QA) and CRM data accuracy (QC) to ensure the delivery of high-quality service and reliable client information. You will play a vital part in maintaining performance standards across voice, email, and chat channels while verifying the integrity of data in the client's systems.

Key Responsibilities:

Quality Assurance (QA) Responsibilities:

Monitor and evaluate customer interactions (calls, chats, emails) to ensure alignment with service standards.

Identify gaps in agent performance and provide constructive feedback or coaching as needed.

Conduct regular calibration sessions with internal teams and client representatives.

Track performance trends and generate QA score reports on a daily, weekly, and monthly basis.

Participate in improvement programs focused on enhancing the customer experience.

Quality Control (QC) Responsibilities:

Review and validate data entries in the CRM system for accuracy and completeness.

Identify and report data inconsistencies, duplicates, or missing information.

Collaborate with operations to ensure proper documentation and adherence to process standards.

Conduct root cause analysis for frequent data issues and recommend corrective actions.

Maintain internal QC documentation and reporting tools.

Qualifications:

  • Bachelor's degree in any field (required)
  • Minimum of 2–3 years' experience in BPO QA or QC roles
  • Experience in monitoring customer interactions (voice, chat, email)
  • Familiar with CRM systems and data verification practices
  • Strong analytical and reporting skills
  • Proficient in Microsoft Office (Word, Excel, PowerPoint)
  • Solid understanding of QA/QC tools, standards, and methodologies
  • Certification in QA, QC, or Six Sigma is an advantage
  • Excellent written and verbal communication skills
  • Strong attention to detail and ability to work independently
  • Amenable to flexible scheduling, including weekends if needed

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