AI Call QA Specialist - HITL & Night Shift (Cebu)

MicroSourcing; Cebu City; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage from day one

PTO with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Cebu, Philippines is seeking a Quality Assurance Specialist – HITL & AI Call Quality for onsite night shifts. You will review live and recorded interactions handled by Humans-in-the-Loop and AI agents to ensure compliance, tone, and accuracy.

Responsibilities include assessing AI agent performance, documenting findings, providing coaching and performance evaluations, and analyzing call quality trends to drive process improvements.

Qualifications

• Proven experience in quality assurance, call monitoring, coaching, or contact center operations.

Responsibilities

• Review live and recorded interactions by HITL and AI agents to ensure compliance, tone, and accuracy.
• Assess AI agent performance, identifying issues and documenting findings for resolution.
• Provide evidence-based feedback, coaching opportunities, and performance evaluations to support growth.
• Analyze customer satisfaction trends and call-quality metrics to drive improvements.
• Participate in calibration sessions, audits, and QA reporting while ensuring privacy and compliance.

Skills

Quality assurance

Call monitoring

Coaching

Analytical skills

Documentation

Tech literacy

U.S. hours (ET)

Tools

Call monitoring platforms

CRMs

Healthcare systems

Job description

MicroSourcing in Cebu, Philippines is seeking a Quality Assurance Specialist – HITL & AI Call Quality for onsite night shifts. You will review live and recorded interactions handled by Humans-in-the-Loop and AI agents to ensure compliance, tone, and accuracy.

Responsibilities include assessing AI agent performance, documenting findings, providing coaching and performance evaluations, and analyzing call quality trends to drive process improvements.