QA Associate: Elevate Customer Experience & Quality

Peak Outsourcing, Inc.; Makati; On-site; PHP 240,000 - 320,000; Full time

Benefits offered by this job

Great Pay

Great Jobs

Great Culture

Job summary

Peak Outsourcing, Inc. is seeking a QA Associate to systematically review customer interactions and apply established quality standards to scorecards, ensuring independent, objective quality control.

The role aims to improve customer experience and reduce business risk through continuous process improvements. You will monitor voice and non-voice transactions, provide actionable feedback to operators and supervisors, roll out QA updates, and partner with operations leadership to drive

Qualifications

• Review customer interactions against quality scorecards.
• Monitor voice and non-voice transactions.
• Provide performance feedback to operators and supervisors.
• Roll out quality updates to operations.
• Collaborate with operations leadership to drive improvements.
• Participate in calibration to ensure scoring consistency.
• Create quality guidelines for standardization.
• Support operations during staffing issues.
• Quality root cause analysis.
• Coordinate with other departments for process improvements.
• Report QA metrics and prepare performance analyses.

Responsibilities

• Monitor and evaluate transactions (voice and non-voice).
• Live or remote monitoring.
• Provide performance feedback to operators and supervisors.
• Roll out QA updates to operations.
• Partner with operations leadership to disseminate information.
• Calibration sessions to review scoring.
• Create quality guidelines for standardization.
• Support operations during staffing issues.
• Quality root cause analysis.
• Coordinate with other departments for process improvements.
• Provide QA metrics tracking and reporting.
• Prepare reports for performance analysis.

Skills

Quality Assurance

Communication

Data analysis

Feedback delivery

Time management

Multitasking

Calibration

Organizational skills

Public presentation

Job description

Peak Outsourcing, Inc. is seeking a QA Associate to systematically review customer interactions and apply established quality standards to scorecards, ensuring independent, objective quality control.

The role aims to improve customer experience and reduce business risk through continuous process improvements. You will monitor voice and non-voice transactions, provide actionable feedback to operators and supervisors, roll out QA updates, and partner with operations leadership to drive