Customer Experience QA Specialist

Vesync Co.; Makati; Remote; PHP 360,000 - 480,000; Full time

Job summary

VeSync is seeking a QA Specialist to execute its Customer Service QA program, evaluate interactions across phone, chat, and email, and provide objective insights to drive continuous improvement in customer experience.

You will work within established QA processes, grow skills for advanced analysis, and support governance, calibration, and reporting activities to ensure consistent quality across channels.

Qualifications

• Min 3 years of customer service experience with a proven track record of meeting or exceeding quality/ performance expectations.
• Experience in QA, interaction auditing, peer coaching, or performance feedback is preferred.
• Experience with customer service processes, policies, or CRM/contact center systems is preferred.
• Excellent communication skills to deliver feedback professionally and objectively.
• Strong attention to detail and consistency when evaluating customer interactions.
• Analytical ability to identify trends, patterns, and recurring quality issues.
• Basic proficiency in Excel or similar tools for tracking, analyzing QA results.
• Strong judgment to identify issues needing escalation.
• Patience, empathy, and professionalism in coaching and supporting employees.
• Strong organizational skills to manage multiple evaluations and deadlines.

Responsibilities

• Conduct scheduled quality evaluations of customer interactions across phone, chat, and email using QA scorecards and guidelines.
• Provide timely, constructive feedback to Customer Service Representatives based on QA findings.
• Identify process gaps and knowledge opportunities affecting customer experience or performance.
• Deliver QA findings to Operations leaders to support coaching and improvement discussions.
• Participate in calibration sessions to ensure consistent interpretation of QA standards.
• Maintain QA scorecards and documentation; update guidelines per policy changes.
• Track QA data and prepare routine reports on quality performance and trends.
• Escalate significant quality trends with data-backed observations and recommendations.
• Collaborate with Operations, Training, and other stakeholders to address recurring issues.

Skills

Customer service

Quality assurance

Interaction auditing

Performance feedback

CRM

Excel

Analytical thinking

Attention to detail

Tools

CRM systems

Excel

Job description

VeSync is seeking a QA Specialist to execute its Customer Service QA program, evaluate interactions across phone, chat, and email, and provide objective insights to drive continuous improvement in customer experience.

You will work within established QA processes, grow skills for advanced analysis, and support governance, calibration, and reporting activities to ensure consistent quality across channels.