QA Specialist

Q2 HR Solutions; Mandaluyong; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading HR solution provider in the Philippines is looking for a Quality Assurance Specialist to ensure high-quality service delivery. Responsibilities include monitoring calls, coaching team members, and generating performance reports. Ideal candidates should have senior agent experience and strong communication skills. The role requires being flexible to work onsite; remote work is not available. Join a collaborative environment that values growth and skill development.

Qualifications

• Senior agent experience preferred; QA-specific experience is a plus but not required.
• Strong communication and coaching skills are essential.
• Ability to analyze performance metrics and provide actionable feedback.

Responsibilities

• Monitor calls and conduct weekly QA calibration sessions.
• Coach team members and provide constructive feedback to improve performance.
• Prepare monthly reports, track team scores, and guide agents on improving results.
• Train new agents on updated processes and company standards.
• Collaborate with management to maintain and enhance quality assurance practices.

Skills

Strong communication skills

Coaching skills

Ability to analyze performance metrics

Job description

Our client is a leading company known for its commitment to quality, reliability, and excellent customer service. With a strong focus on operational excellence, they invest in developing their people and processes to deliver outstanding results. Joining their team means working in a collaborative, supportive environment where growth and skill development are valued.

Job Summary:

Our client is seeking a Quality Assurance Specialist (QA) to ensure their team consistently delivers high-quality service. This role involves monitoring calls, coaching team members, generating performance reports, and training new agents on updated processes. While prior QA experience is a plus, senior agents with strong communication and leadership skills are encouraged to apply.

Key Responsibilities:

• Monitor calls and conduct weekly QA calibration sessions.
• Coach team members and provide constructive feedback to improve performance.
• Prepare monthly reports, track team scores, and guide agents on improving results.
• Train new agents on updated processes and company standards.
• Collaborate with management to maintain and enhance quality assurance practices.

Qualifications:

• Senior agent experience preferred; QA-specific experience is a plus but not required.
• Strong communication and coaching skills.
• Ability to analyze performance metrics and provide actionable feedback.
• Flexible and willing to work onsite; remote work not available.
• Available to start ASAP and attend onsite interview with one day prior notice.