Customer Experience QA Specialist — Elevate Interactions

Percepta; Cainta; On-site; PHP 300,000 - 420,000; Full time

Job summary

Percepta is seeking a Quality Assurance Specialist in the Philippines to evaluate customer interactions by monitoring agents and ensuring adherence to client and Percepta standards.

Responsibilities include coaching when applicable, supporting Abay, attending calibration sessions with QA partners, and meeting monthly operations support targets. Strong data entry, proofreading and communication skills are essential for success in this role.

Qualifications

• High School Diploma required; college degree preferred.
• 1+ year of customer service experience or related role.
• QA experience preferred; coaching experience a plus.
• Proficient in data entry and proofreading; strong communication skills.

Responsibilities

• Monitor live or recorded agent interactions to ensure adherence to standards.
• Provide concise, objective, and supportive written feedback.
• Identify trends and opportunities for program improvements.
• Participate in calibration sessions and QA training as required.
• Perform general administrative duties as needed.
• Support QA department goals and coordinate with Training and Operations.

Skills

Data entry

Proofreading

Communication

Time management

Problem solving

Attention to detail

Teamwork

Coaching

Adaptability

Education

High School Diploma

College degree preferred

Tools

Microsoft Office

Internet Explorer

Outlook

Job description

Percepta is seeking a Quality Assurance Specialist in the Philippines to evaluate customer interactions by monitoring agents and ensuring adherence to client and Percepta standards.

Responsibilities include coaching when applicable, supporting Abay, attending calibration sessions with QA partners, and meeting monthly operations support targets. Strong data entry, proofreading and communication skills are essential for success in this role.