QA & Organizational Capability Specialist

Converge ICT Solutions Inc.; Taguig; Hybrid; PHP 558,000 - 781,000; Full time

Job summary

Converge ICT Solutions Inc. is seeking a QA & Organizational Capability Specialist to drive day-to-day quality audits, learning interventions, and continuous improvement. You will support frontline coaching, update SOPs, and help prevent defect recurrence across Sales, Implementation, and Aftersales.

The role emphasizes root cause analysis, training delivery, and maintaining a centralized knowledge repository to sustain compliance and elevate process performance.

Qualifications

• Experience in Quality Assurance or related training, or process improvement.
• Strong ability to facilitate learning and deliver training sessions.
• Proficient in writing SOPs and analyzing data to drive improvements.

Responsibilities

• Quality auditing across processes (Sales, Implementation, Aftersales).
• Facilitate onboarding, training sessions, and refresher modules based on audit trends.
• Participate in root cause analysis and implement corrective actions.
• Draft, update, and upload SOPs, work instructions, and job aids to the knowledge repository.
• Re-audit processes post-training to verify effectiveness and compliance.

Skills

Quality auditing

Instructional facilitation

SOP writing

Data analysis

Job description

The QA & Organizational Capability Specialist executes day-to-day quality transaction audits, training interventions, and continuous improvement actions. Working alongside the Lead, this role diagnoses root causes, delivers frontline coaching, and updates standard operating procedures (SOPs) to prevent defect recurrence

Key Responsibilities

• Quality Auditing: Conduct routine end-to-end quality audits across Sales, Implementation, and Aftersales processes.




• Learning Delivery: Facilitate business onboarding, skill-building sessions, and refresher modules based on audit trends.




• Root Cause Diagnosis: Participate in Root Cause Analysis (RCA) for identified defects and assist in implementing corrective actions.




• Knowledge Maintenance: Draft, update, and upload SOPs, work instructions, and job aids to the centralized knowledge repository.




• Validation: Re-audit processes post-training to verify intervention effectiveness and sustained compliance.

Qualifications

• Experience: Quality Assurance experience or background, Technical/Operational Training, or Process Improvement.




• Core Competencies: Quality auditing, instructional facilitation, job aid creation, and problem-solving.




• Key Skills: Strong written and verbal communication, proficiency in SOP writing, and data analysis