Quality Assurance (QA) Specialist

Booth And Partners Pte Ltd

Job Location:

Makati City - Philippines

Salary: Not Disclosed

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

We are seeking a detail-oriented and analytical Quality Assurance (QA) Specialist to uphold operational excellence and drive consistent performance across our frontline teams. This role focuses on monitoring evaluating and improving team interactions ensuring compliance and supporting client satisfaction through robust QA practices and actionable insights.

Key Responsibilities:

Quality Assurance Monitor evaluate and score interactions based on compliance process adherence and performance standards.
Analyze QA results to identify trends recurring issues training gaps and opportunities for process improvements.
Provide timely constructive and actionable feedback to team members to enhance performance and ensure quality standards.
Collaborate with leadership to design and implement quality improvement initiatives aligned with business objectives.
Maintain accurate QA documentation audit logs and compliance reports in line with company policies.
Support audits and continuous improvement efforts to uphold program KPIs. Collaboration & Continuous Improvement Work closely with team leads and operations to highlight areas for skill development or process enhancements.
Assist in evaluating effectiveness of refresher programs or process changes through QA data.
Act as a subject-matter contributor in QA-related projects and initiatives.

Requirements

Bachelors degree.
35 years of progressive experience quality ideally in a BPO or client-service environment.
Strong analytical mindset with experience interpreting QA metrics and performance data.
Excellent observation reporting and coaching skills to drive actionable performance improvements.
Proficiency in QA tools CRM or customer engagement platforms and reporting systems.
Ability to manage multiple priorities in a fast-paced hybrid work environment.
High initiative in process improvement compliance and quality enhancement.
Familiarity with QA standards audit practices and KPI monitoring.
Excellent coaching facilitation and presentation skills.
Analytical mindset with proficiency in metrics dashboards and reporting tools.
Highly organized detail-oriented and capable of managing multiple priorities and locations.

Required Skills:

Bachelors degree. 35 years of progressive experience quality ideally in a BPO or client-service environment. Strong analytical mindset with experience interpreting QA metrics and performance data. Excellent observation reporting and coaching skills to drive actionable performance improvements. Proficiency in QA tools CRM or customer engagement platforms and reporting systems. Ability to manage multiple priorities in a fast-paced hybrid work environment. High initiative in process improvement compliance and quality enhancement. Familiarity with QA standards audit practices and KPI monitoring. Excellent coaching facilitation and presentation skills. Analytical mindset with proficiency in metrics dashboards and reporting tools. Highly organized detail-oriented and capable of managing multiple priorities and locations.

Key Responsibilities:

Quality Assurance Monitor evaluate and score interactions based on compliance process adherence and performance standards.
Analyze QA results to identify trends recurring issues training gaps and opportunities for process improvements.
Provide timely constructive and actionable feedback to team members to enhance performance and ensure quality standards.
Collaborate with leadership to design and implement quality improvement initiatives aligned with business objectives.
Maintain accurate QA documentation audit logs and compliance reports in line with company policies.
Support audits and continuous improvement efforts to uphold program KPIs. Collaboration & Continuous Improvement Work closely with team leads and operations to highlight areas for skill development or process enhancements.
Assist in evaluating effectiveness of refresher programs or process changes through QA data.
Act as a subject-matter contributor in QA-related projects and initiatives.

Requirements

Bachelors degree.
35 years of progressive experience quality ideally in a BPO or client-service environment.
Strong analytical mindset with experience interpreting QA metrics and performance data.
Excellent observation reporting and coaching skills to drive actionable performance improvements.
Proficiency in QA tools CRM or customer engagement platforms and reporting systems.
Ability to manage multiple priorities in a fast-paced hybrid work environment.
High initiative in process improvement compliance and quality enhancement.
Familiarity with QA standards audit practices and KPI monitoring.
Excellent coaching facilitation and presentation skills.
Analytical mindset with proficiency in metrics dashboards and reporting tools.
Highly organized detail-oriented and capable of managing multiple priorities and locations.