AI Call QA Specialist - HITL & Quality Assurance

MicroSourcing International; Cebu City; Sur place; PHP 312 000 - 513 000; Plein temps

Avantages offerts par ce poste

Healthcare coverage on day one

Above-market compensation

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Company-sponsored events

Résumé du poste

MicroSourcing International in Cebu City is seeking a Quality Assurance Specialist focused on HITL and AI call quality. This onsite role operates on the night shift, reviewing live and recorded interactions to ensure compliance and high-quality customer experiences.

You will assess AI agent performance, identify issues, and provide evidence-based feedback and coaching. The position offers competitive rewards and healthcare coverage starting day one.

Qualifications

• Proven experience in quality assurance, call monitoring, coaching, or contact center operations.
• Strong spoken and written English with clear tone, empathy, pacing, and customer experience.
• Excellent analytical and documentation skills with objective, evidence-based feedback.
• Tech-savvy and comfortable learning AI tools, call monitoring platforms, CRMs, and healthcare systems.
• Availability to work during required U.S. business hours (Eastern Time).

Responsabilités

• Review and score live and recorded interactions by HITL specialists and AI agents for compliance, tone, and accuracy.
• Assess AI agent performance, identify hallucinations, workflow errors, or script defects; document findings for resolution.
• Provide clear, evidence-based feedback, coaching opportunities, and performance evaluations.
• Analyze customer satisfaction trends, call-quality metrics, and recurring errors; recommend process improvements.
• Participate in calibration sessions, audit tracking, and recurring QA reporting with privacy and compliance.

Connaissances

Quality assurance

Call monitoring

Coaching

Contact center operations

English proficiency

Analytical skills

AI tools familiarity

US Eastern Time availability

Outils

CRM platforms

Healthcare systems

Description du poste

MicroSourcing International in Cebu City is seeking a Quality Assurance Specialist focused on HITL and AI call quality. This onsite role operates on the night shift, reviewing live and recorded interactions to ensure compliance and high-quality customer experiences.

You will assess AI agent performance, identify issues, and provide evidence-based feedback and coaching. The position offers competitive rewards and healthcare coverage starting day one.