Quality Assurance Specialist

2 days ago

Ayala Alabang, National Capital Region, Philippines ServiceFirst CX Full time $104,000 - $130,878 per year

We are looking for a Quality Assurance (QA) Specialist who will play a crucial role in ensuring that customer interactions meet established quality standards and contribute to a positive customer experience. Below are the typical duties and responsibilities of a QA Specialist in a call center environment:

  • Monitoring Calls
  • Generate Reports
  • Provide Feedback and Insights
  • Facilitate SA Talks
  • Implement Quality Assurance Guidelines

Duties and Responsibilities:

  • Monitor calls for accuracy of information and call handling standards using the Speech Analytics Platform and extracted raw data.
  • Record evaluations utilizing departmental quality monitoring forms based on business needs.
  • Participate in the design of quality monitoring forms if applicable.
  • Analyze recorded audio and audio-based data sets for critical insights.
  • Ability to determine opportunities through analysis of current or future trends.
  • Clearly articulates thoughts and ideas in oral and written presentations.
  • Provide QA Talk to New Hires.
  • Act as advisor performance to ensure agents' improvement.
  • Responsible for providing validated data or information to Speech Analytics Business Analyst and SA Developers so they can stay accurate and current on system enhancements or upgrades and analysis reports.

Qualifications:

  • Bachelor's degree in any field, preferably in Communications, Business, or related areas.
  • 1–3 years of experience in a quality assurance role, preferably in a BPO environment.
  • Familiarity with QA tools and/or speech analytics platforms (e.g., Verint, NICE, Observe.AI).
  • Strong attention to detail and analytical thinking.
  • Ability to evaluate customer interactions based on set criteria.
  • Good understanding of compliance, call handling procedures, and customer service best practices.
  • Strong verbal and written communication skills for giving feedback and reporting.
  • Proficiency in Microsoft Office tools (Excel, Word, PowerPoint).

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