Data-Driven QA Specialist - Customer Interactions

MicroSourcing; Parañaque; On-site; PHP 669,600 - 1,004,400; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time off

Group life insurance

Performance bonuses

Collaborative culture

Work-life balance

Career growth

Inclusive culture

Job summary

MicroSourcing in Parañaque City is hiring a Quality Assurance Officer to audit customer interactions across voice, email, chat, ticket, and back-office processes. You will deliver coaching feedback, analyze trends, and drive improvements while ensuring compliance with client requirements and company policies.

The role requires at least 3 years in QA/Compliance within BPO or contact centers, advanced Excel skills, and strong English communication for stakeholder engagement.

Qualifications

• Has 3+ years in Quality Assurance, Quality Control, Compliance, Training or Operational Excellence in BPO/contacts center.
• Proficient in advanced Excel (Pivot, XLOOKUP/VLOOKUP) and data analysis.
• Experience conducting quality audits and coaching to close performance gaps.
• Strong reporting, interpretation and stakeholder management skills.
• Excellent written and verbal English communication.

Responsibilities

• Conduct quality audits of customer interactions across voice, email, chat, ticket, and back-office.
• Deliver coaching feedback and trend analysis to leadership and teams.
• Analyze audit data to produce performance reports and identify root causes.
• Recommend enhancements to procedures, scorecards and workflows for continuous improvement.
• Ensure strict compliance with policies, client requirements, and regulatory standards.

Skills

Quality Assurance

Quality Control

Compliance

Training

Operational Excellence

Advanced Excel

English communication

Root cause analysis

Stakeholder management

Education

Bachelor's degree

Tools

Power BI

Power Automate

Power Apps

SharePoint

SQL

Visio

Job description

MicroSourcing in Parañaque City is hiring a Quality Assurance Officer to audit customer interactions across voice, email, chat, ticket, and back-office processes. You will deliver coaching feedback, analyze trends, and drive improvements while ensuring compliance with client requirements and company policies.

The role requires at least 3 years in QA/Compliance within BPO or contact centers, advanced Excel skills, and strong English communication for stakeholder engagement.