QA Specialist — Elevate Customer Experience & Quality

VeSync; Makati; On-site; PHP 420,000 - 660,000; Full time

Job summary

VeSync is seeking a QA Specialist to execute and improve our customer service quality assurance program, evaluating interactions across phone, chat, and email. You will generate objective insights to support continuous improvement and customer experience, while following established QA processes and calibration practices.

The role focuses on delivering timely feedback, maintaining QA documentation, and collaborating with Operations to drive performance improvements.

Qualifications

• Min 3 years of customer service experience with a demonstrated record of meeting or exceeding quality and performance expectations.
• Experience in quality assurance, interaction auditing, peer coaching, or performance feedback is preferred.
• Experience working with customer service processes, policies, or CRM/contact center systems is preferred.
• Excellent communication skills with the ability to deliver constructive feedback professionally and objectively.
• Strong attention to detail and consistency when evaluating customer interactions.
• Analytical ability to identify trends, patterns, and recurring quality issues.
• Basic proficiency in Excel or similar tools for tracking, analyzing, and presenting QA results.
• Strong judgment and ability to identify issues requiring escalation.
• Patience, empathy, and professionalism when supporting employees through performance improvement.
• Strong organizational skills and ability to manage multiple evaluations, deadlines, and priorities.
• Strong learning orientation and willingness to continuously develop QA expertise.

Responsibilities

• Quality Evaluation of customer interactions across phone, chat, and email using QA scorecards.
• Provide timely, specific, and constructive feedback to Customer Service Representatives.
• Participate in calibration sessions to ensure consistent QA standards interpretation.
• Track quality scores and maintain QA data in tracking systems.
• Prepare routine QA reports and analyze results to identify trends and root causes.
• Escalate significant quality trends with data-supported observations and recommendations.
• Collaborate with Operations, Training, and other stakeholders to address recurring issues.

Skills

Customer service

Quality assurance

QA auditing

Feedback delivery

Attention to detail

Analytical skills

Excel

Tools

Excel

Job description

VeSync is seeking a QA Specialist to execute and improve our customer service quality assurance program, evaluating interactions across phone, chat, and email. You will generate objective insights to support continuous improvement and customer experience, while following established QA processes and calibration practices.

The role focuses on delivering timely feedback, maintaining QA documentation, and collaborating with Operations to drive performance improvements.