QA Specialist
7 hours ago
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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