Quality Assurance Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Perform audits on both incoming and outgoing customer phone conversations or email communications.

• Assess calls and emails for accuracy, tone, professionalism, and compliance with company standards.

• Utilize QA scorecards to rate calls and emails while delivering clear, actionable feedback.

• Recognize performance trends, coaching opportunities, and recurring challenges.

• Collaborate with Team Leads to enhance agent development and performance improvement.

• Identify compliance risks, misinformation, or gaps in processes.

• Keep precise QA records and documentation for reporting purposes.

• Engage in calibration sessions to ensure uniformity in scoring.

• Suggest enhancements based on findings and trends from audits.

⛳️ Requirements

• Exceptional attention to detail and strong listening abilities.

• Capability to objectively assess conversations and offer constructive criticism.

• Comprehensive understanding of customer service principles and communication best practices.

• Excellent written and verbal communication skills.

• Ability to detect patterns, trends, and performance deficiencies.

• Proficient in using QA tools, CRMs, and call recording technologies.

• Strong time management abilities and competency in meeting audit requirements.

• Prior experience in QA, customer support, or call center settings is preferred.

• Familiarity with compliance regulations is advantageous.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health benefits, including medical, dental, and vision.

• Employee wellness programs and resources.

• Flexible working hours and the possibility of remote work.