QAQC02 - Quality Assurance Specialist

INA Prime Solutions Inc.; Pasig; Hybrid; PHP 350,000 - 520,000; Full time

Benefits offered by this job

Remote/Hybrid work

Job summary

INA Prime Solutions Inc. is seeking a Quality Assurance Specialist to ensure data integrity and service standards across BPO workflows. You will monitor customer interactions and back-end processes, identify operational gaps, and provide actionable feedback to improve performance.

The role requires attention to detail, strong communication, and adaptability to various client systems and product rules. Hybrid remote work is supported, with collaboration across teams to meet SLAs and improve

Qualifications

• 1–3 years in a BPO/Shared Services environment preferred.
• Meticulous auditing of data entries, logs and records.
• Strong written and verbal communication skills.

Responsibilities

• Audit front-line interactions and back-end processes to verify data integrity and rule adherence.
• Provide structured feedback to agents and teams to reduce errors.
• Ensure compliance with client guidelines, policies and industry standards.
• Participate in calibration sessions to standardize scoring across workflows.
• Track quality metrics and analyze root causes of recurring issues.
• Collaborate with Ops and Training to improve workflows and docs.

Skills

Attention to Detail

Communication

Technical Proficiency

Adaptability

BPO Experience

Tools

GDS Systems

Airline Booking Systems

Salesforce

Zendesk

Job description

Job Type: Full-Time

Location: Remote/Hybrid

Reporting to: Quality Assurance Team Lead

Position Summary

The Role

The Quality Assurance (QA) Specialist ensures operational excellence, data accuracy, and service standards across diverse BPO work streams. This includes monitoring customer-facing interactions (voice, chat, email) as well as back-end transaction processing (e.g., flight operations, product loading, and product loading.. The QA Specialist identifies operational gaps, delivers actionable feedback, and ensures strict compliance with client SLAs and internal workflows.

Reporting Relationships

Reports To

Quality Assurance Team Lead

Key Responsibilities

• Quality Audit & Evaluation: Audit front-line customer interactions and back-end transaction processes (e.g., flight schedules, product/contract loading entries, customer records) to verify data integrity, rule adherence, and process accuracy.
• Coaching & Feedback: Provide structured feedback and actionable insights to agents, processing specialists, and team leads to address performance gaps and minimize error rates.
• Compliance & Data Security: Ensure all front-end communications and back-end data entries strictly comply with company policies, client guidelines, and industry standards.
• Calibration & Alignment: Actively participate in internal and client calibration sessions to standardize scoring criteria and operational benchmarks across all assigned workflows.
• Root Cause Analysis & Reporting: Track quality metrics, compile performance trends, and analyze root causes for recurring transactional errors or service delivery failures.
• Process Improvement: Collaborate with Operations and Training teams to optimize workflows, refine process documentation, and streamline data entry procedures.

Qualifications

• Experience: 1–3 years of experience in a BPO / Shared Services environment, with exposure to both customer-facing and back-end transactional workflows preferred.
• Attention to Detail: Meticulous eye for detail with a proven ability to audit complex data entries, system logs, and communication records accurately.
• Communication: Strong written and verbal communication skills for delivering clear audit feedback and preparing reports.
• Technical Proficiency: Experience navigating back-office platforms, CRM tools, or transaction databases (e.g., GDS/airline booking systems, product catalog systems, Salesforce, Zendesk) and proficiency in Microsoft Excel / Google Sheets.
• Adaptability: Ability to quickly master new client systems, shifting product/contract rules, and varied operational assignments across voice and non-voice domains.