QA Specialist

7 hours ago


Angeles P, Philippines Australian Outsource Desk Inc. Full time ₱2,000,000 - ₱2,500,000 per year

Quality Assurance Specialist

Location: Plaza Victoria Building, Sto. Domingo, Angeles City (Office-Based)

Employment Type: Full-Time

Target Start Date: January 2026

What You'll Do

  • Lead, mentor, and develop the Quality Assurance (QA) team—including scheduling, calibration, and performance reviews
  • Design, implement, and uphold QA standards that align with both client expectations and company objectives
  • Conduct call monitoring, audits, and calibration sessions to maintain evaluation accuracy and fairness
  • Analyze QA data and reports to identify performance trends and drive actionable improvements
  • Collaborate closely with Operations, Training, and Workforce teams on coaching and performance enhancement plans
  • Create, maintain, and refine QA documentation, scorecards, and evaluation tools
  • Provide targeted coaching and feedback to agents and leaders to support skill development
  • Lead initiatives that improve CSAT, reduce errors, and elevate overall operational performance
  • Ensure compliance with data privacy, company policies, and regulatory standards
  • Support the quality setup and launch of new accounts or projects

What You'll Bring

  • 3–5 years of Quality Assurance experience in a BPO environment
  • Solid knowledge of call center metrics, quality standards, and compliance requirements
  • Strong analytical, communication, and stakeholder management skills
  • Proficiency in QA and CRM software, with confidence in data analysis and reporting
  • Proven ability to design and execute QA improvement strategies and training programs
  • Excellent organization and time management skills
  • Willingness to work onsite in Angeles City

Why Join Us

  • Competitive compensation and benefits package
  • Leadership development and growth opportunities
  • A collaborative, supportive, and forward-thinking workplace

Job Types: Full-time, Permanent

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Free parking
  • Health insurance
  • On-site parking
  • Paid training
  • Pay raise

Work Location: In person


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