AI-Powered QA Executive for Call Center Excellence

SPH Media Limited; Santo Niño 1st; On-site; PHP 360,000 - 600,000; Full time

Job summary

SPH Media Limited is seeking a Quality Assurance (QA) Executive for a dynamic call centre in the Philippines. You will monitor customer interactions across calls, emails, chats, and CRM cases, ensuring data integrity and adherence to service standards.

The role emphasizes AI-assisted QA, calibration, and actionable feedback to CSOs and team leads. You will drive continuous improvement by reporting CSAT trends, SLA adherence, and automation opportunities, while coaching staff.

Qualifications

• Diploma or degree in Business, Communications or related field.
• 3–5 years experience in a QA role or call centre auditing.
• Business-level English; bilingual ability may be a plus.
• Experience with AI-assisted QA tools and data-driven feedback.

Responsibilities

• Monitor and evaluate calls, emails, chats, and CRM cases daily.
• Ensure cases logged accurately in CRM with correct type, category, notes.
• Conduct structured QA checks and ensure adherence to scripts and policies.
• Provide data-driven feedback and calibration sessions for consistency.
• Identify automation and data integrity improvements; escalate issues.

Skills

Interpersonal skills

Analytical skills

AI assisted QA

Prompt engineering

Customer service standards

Data integrity

SLA tracking

Education

Diploma or Degree in Business/Communications

Tools

ServiceNow

Amazon Connect

AI-driven QA platforms

Job description

SPH Media Limited is seeking a Quality Assurance (QA) Executive for a dynamic call centre in the Philippines. You will monitor customer interactions across calls, emails, chats, and CRM cases, ensuring data integrity and adherence to service standards.

The role emphasizes AI-assisted QA, calibration, and actionable feedback to CSOs and team leads. You will drive continuous improvement by reporting CSAT trends, SLA adherence, and automation opportunities, while coaching staff.