QA Specialist: Grow Through Training & Process Excellence

MicroSourcing; Pasay; On-site; PHP 240,000 - 480,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking a Quality Assurance Specialist to join our Pasay team on-site for a day shift. You will conduct weekly quality audits of agent calls, tickets, and order workflows to ensure SOP compliance.

You will coach, align with Team Leads, and facilitate onboarding and ongoing training for staff, promoting standardized processes and effective communication. You will also manage scheduling to sustain service levels in a fast-paced environment.

Qualifications

• Proven experience in a dual QA and Training role within a call center, customer service, or order processing environment.
• Ability to evaluate agent performance across voice calls, tickets, and back-office tasks.
• Experience conducting coaching and classroom training using adult learning principles.

Responsibilities

• Quality Auditing & Compliance: conduct weekly quality audits on agent calls, tickets, and order processing workflows.
• Coaching & Team Lead Alignment: liaise with Team Leads to review results, analyze trends, and assist in coaching sessions.
• Training Facilitation & Delivery: facilitate onboarding and ongoing training for new hires and existing staff on processes and standards.
• SME & Process Standardization: identify bottlenecks, streamline workflows, and document SOPs for internal/external communications.
• Training Material & Knowledge Management: gather and cascade process updates from training and clients.
• Support Team Scheduling: manage roster schedules and shift coverage to maintain SLAs.

Skills

QA Experience

Multi-Channel Auditing

Coaching & Facilitation

SOP Mastery

Scheduling & Rostering

Zendesk

Salesforce

Gorgias

Tools

Zendesk

Salesforce

Gorgias

Job description

MicroSourcing is seeking a Quality Assurance Specialist to join our Pasay team on-site for a day shift. You will conduct weekly quality audits of agent calls, tickets, and order workflows to ensure SOP compliance.

You will coach, align with Team Leads, and facilitate onboarding and ongoing training for staff, promoting standardized processes and effective communication. You will also manage scheduling to sustain service levels in a fast-paced environment.