QA Specialist - AI & Human Call Quality (Night Shift, Cebu)

MicroSourcing; Cebu City; On-site; PHP 240,000 - 380,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is hiring a Quality Assurance Specialist – HITL & AI Call Quality in Cebu, Philippines. This onsite night-shift role focuses on reviewing live and recorded interactions managed by Human-in-the-Loop specialists and AI agents to ensure accuracy and tone.

You will assess AI performance, document findings, and provide constructive feedback to improve agent performance and customer experience. Strong English and analytical skills are essential.

Qualifications

• Proven experience in quality assurance, call monitoring, coaching, or contact center operations.
• Strong spoken and written English skills with a sharp ear for tone, empathy, pacing, clarity, and overall customer experience.
• Excellent analytical and documentation skills with the ability to provide objective, evidence-based feedback.
• Tech-savviness and comfort learning AI tools, call monitoring platforms, CRMs, and healthcare systems.
• Availability to work during required U.S. business hours (Eastern Time zone).

Responsibilities

• Review and score live and recorded interactions handled by Human-in-the-Loop specialists and AI agents to ensure compliance, tone, and accuracy.
• Assess AI agent performance, identifying hallucinations, workflow errors, or script defects, and document findings for operational resolution.
• Provide clear, evidence-based feedback, coaching opportunities, and performance evaluations to support specialist growth and accountability.
• Analyze customer satisfaction trends, call-quality metrics, and recurring errors to recommend actionable process and workflow improvements.
• Participate in calibration sessions, audit tracking, and recurring QA reporting while ensuring strict privacy and organizational compliance.

Skills

Quality assurance

Call monitoring

Coaching

Contact center operations

Tools

AI tools

Call monitoring platforms

CRMs

Healthcare systems

Job description

MicroSourcing is hiring a Quality Assurance Specialist – HITL & AI Call Quality in Cebu, Philippines. This onsite night-shift role focuses on reviewing live and recorded interactions managed by Human-in-the-Loop specialists and AI agents to ensure accuracy and tone.

You will assess AI performance, document findings, and provide constructive feedback to improve agent performance and customer experience. Strong English and analytical skills are essential.