Quality Assurance Specialist

1 day ago

Taguig, National Capital Region, Philippines Amadeus Full time

Job Title

Quality Assurance Specialist

Purpose of the role

The QA Specialist for GST (Global Support Team) and GET (Global Expert Team) is responsible for ensuring service excellence across first-level and second-level customer support operations. This role focuses on quality monitoring, coaching, process alignment, and governance collaboration to elevate support standards and drive continuous improvement.

In this role you'll:

Quality Assurance Activities

  • Conduct monthly evaluations,
  • Coaching advice
  • Share scorecard results and QA tips with Team Leaders and management.
  • Align QA practices with standards to balance workload and harmonize procedures
  • Monitor use of mandatory resolution templates and assess compliance during evaluations.

Governance & Collaboration

  • Participate in monthly calibration calls for English and Spanish case evaluations.
  • Lead quarterly site reviews and monthly alignment meetings with teams performing their own QA.
  • Collaborate with Governance teams to define and update evaluation criteria and reporting formats

Process Improvement & Project Contribution

  • Analyze VOC survey reports and integrate findings into coaching and QA evaluations
  • Support internal initiatives and change management efforts.
  • Contribute to new survey deployments and feedback loops for transactional quality.

Talent Development & Transition Support

  • Identify GST agents suitable for transition to GET roles based on experience, analytical skills, multitasking ability, and learning mindset
  • Coordinate surveys and database creation to track candidate readiness and availability for GET evolution.

About the ideal candidate:

  • Proven experience in customer support, ideally within GST or GET environments.
  • Strong analytical thinking and structured problem-solving capabilities.
  • Ability to manage multiple priorities and maintain productivity under pressure.
  • Excellent communication skills and a commitment to continuous learning.
  • Familiarity with case-handling procedures, system architecture, and quality standards.
  • Open to work in a hybrid set-up.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

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