Customer Experience QA Specialist

Teleperformance; Davao City; On-site; PHP 335,000 - 558,000; Full time

Job summary

Teleperformance is seeking a Quality Assurance professional in Davao City, Philippines to monitor and evaluate customer service interactions across channels, ensuring adherence to our standards and client specifications.

In this role you will conduct evaluations using scorecards, document findings, and provide actionable feedback. You will identify coaching opportunities and collaborate with team leaders to improve performance and maintain QA documentation.

Qualifications

• Experience in quality assurance, customer service, or call centre environments.
• Ability to evaluate interactions using established criteria and provide actionable feedback.
• Strong written and verbal communication skills with attention to detail.

Responsibilities

• Monitor and evaluate customer service interactions through reviews and quality audits.
• Use scorecards and assessment criteria to document findings and provide feedback.
• Identify coaching opportunities and collaborate with team leads to improve performance.
• Prepare quality reports and metrics analysis to track trends and compliance.
• Participate in calibration sessions to ensure consistency of QA practices.
• Assist in maintaining QA documentation including guidelines and training materials.
• Communicate quality findings to management to drive improvements.
• Support development of best practices to enhance customer satisfaction.

Skills

Quality assurance

Customer service

Data analysis

Communication skills

Call centre operations

Education

High school diploma

Associate or bachelor's preferred

Tools

QA software

Call recording systems

Microsoft Office

Job description

Teleperformance is seeking a Quality Assurance professional in Davao City, Philippines to monitor and evaluate customer service interactions across channels, ensuring adherence to our standards and client specifications.

In this role you will conduct evaluations using scorecards, document findings, and provide actionable feedback. You will identify coaching opportunities and collaborate with team leaders to improve performance and maintain QA documentation.