QA Specialist: HITL & AI Call Quality (Night Shift)

Hammerjack Pty Ltd; Philippines; On-site; PHP 700,000 - 900,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Collaborative culture

Work-life harmony

Career growth

Inclusive teamwork

Job summary

MicroSourcing in Cebu, Philippines is seeking a Quality Assurance Specialist – HITL & AI Call Quality to monitor live and recorded interactions handled by Human-in-the-Loop specialists and AI agents, ensuring compliance, tone, and accuracy.

You will analyze AI agent performance, document findings for resolution, provide evidence-based coaching, and support calibration sessions while maintaining strict privacy and compliance.

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

English proficiency

Analytical skills

Tech savviness

U.S. business hours

Job description

MicroSourcing in Cebu, Philippines is seeking a Quality Assurance Specialist – HITL & AI Call Quality to monitor live and recorded interactions handled by Human-in-the-Loop specialists and AI agents, ensuring compliance, tone, and accuracy.

You will analyze AI agent performance, document findings for resolution, provide evidence-based coaching, and support calibration sessions while maintaining strict privacy and compliance.