Customer Experience QA Specialist

Teleperformance; Muntinlupa; On-site; PHP 246,000 - 424,000; Full time

Job summary

Teleperformance Philippines is seeking a quality assurance specialist to monitor and evaluate customer service interactions, ensuring compliance with company standards and client specs.

You will conduct QA evaluations using established scorecards, document findings, identify coaching opportunities, and partner with team leaders to develop targeted improvement plans that raise customer satisfaction and performance metrics across shifts.

Qualifications

• High school diploma or equivalent; higher degree preferred.
• Proven QA, customer service, or call center experience.
• Strong understanding of QA principles and scorecards.

Responsibilities

• Monitor and evaluate customer service interactions through reviews and performance assessments.
• Conduct QA evaluations using scorecards and criteria, documenting findings.
• Identify coaching opportunities and work with team leaders on improvement plans.
• Prepare quality reports and metrics to track performance and compliance.
• Participate in calibration sessions and quality meetings for consistency.
• Support QA documentation, guidelines, scorecards, and training materials.
• Communicate findings and recommendations to management to drive improvements.
• Assist in identifying best practices to boost team performance and customer satisfaction.

Skills

Quality assurance

Customer service

Analytical mindset

Verbal communication

Written communication

Interpersonal skills

Team collaboration

Attention to detail

Education

High school diploma

Associate or Bachelor's preferred

Tools

QA software

Call recording systems

Microsoft Office

Job description

Teleperformance Philippines is seeking a quality assurance specialist to monitor and evaluate customer service interactions, ensuring compliance with company standards and client specs.

You will conduct QA evaluations using established scorecards, document findings, identify coaching opportunities, and partner with team leaders to develop targeted improvement plans that raise customer satisfaction and performance metrics across shifts.