Quality Analyst — Restaurant Technology Support (POS / SaaS)

Alloyed; Parañaque; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent benefits

Paid time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is hiring a Quality Analyst for Restaurant Technology Support (POS/SaaS). The role focuses on protecting the quality of the customer support program by reviewing agent interactions, ensuring consistent evaluation standards, and turning quality findings into actionable improvements.

Collaboration with agents, Team Leaders, and the client is key. You will audit interactions, calibrate scoring, monitor trends, provide feedback, and deliver weekly QA reports.

Qualifications

• QA experience reviewing customer support interactions.
• Strong written English for feedback and reports (CEFR C1).
• Analytical skills with scorecards, sampling methods, and error-trend analysis.
• Willingness to work in a 24/7 operation, including weekend/holiday coverage.
• College-level education or equivalent work experience.

Responsibilities

• Audit a minimum sample of each agent's weekly voice and chat interactions.
• Facilitate calibration sessions with client QA team for scoring consistency.
• Monitor quality trends, identify root causes, and highlight coaching opportunities.
• Provide clear, written, actionable feedback to agents and Team Leaders.
• Prepare QA scorecards and weekly quality reports.
• Drive improvements by sharing recurring issues and recommendations.

Skills

QA experience

Strong English writing

Analytical thinking

Scorecards & sampling

Willingness for 24/7 shifts

Spanish language (advantage)

Education

College-level education or equivalent

Tools

Zendesk

Salesforce

Freshdesk

Job description

Discover your 100% YOU with MicroSourcing!

Position: Quality Analyst — Restaurant Technology Support (POS / SaaS)

Location: TBD

Work Setup & Shift:

Why join MicroSourcing? You'll have:

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

You will help protect the quality of the customer support program by reviewing agent interactions, ensuring consistent evaluation standards, and identifying opportunities to improve performance. You will work closely with agents, Team Leaders, and the client to turn quality findings into actionable feedback and process improvements.

Key Responsibilities:

• - Audit Interactions: Review a consistent minimum sample of each agent's weekly voice and chat interactions.
• - Conduct Calibration: Facilitate calibration sessions with the client's QA team to ensure scoring consistency and alignment.
• - Monitor Quality Trends: Track recurring errors, identify root causes, and highlight coaching opportunities.
• - Provide Feedback: Deliver clear, written, and actionable feedback to agents and Team Leaders.
• - Prepare Reports: Maintain QA scorecards and generate weekly quality reports.
• - Drive Improvements: Share recurring issues and recommendations to improve the knowledge base, workflows, and processes.

What You Need

Non-negotiables

• At least 1 year of QA experience supporting a US voice or chat account.
• Strong written English communication skills, particularly in preparing feedback and reports (CEFR C1).
• Analytical skills, with experience using scorecards, sampling methods, and error-trend analysis.
• Willingness to work in a 24/7 operation, including occasional weekend and holiday coverage.
• College-level education or equivalent work experience.
• Preferred Skills and Expertise
• QA experience in POS, SaaS, or technical support environments.
• Familiarity with Zendesk, Salesforce, Freshdesk, and other QA or analytics tools.
• Spanish language proficiency is an advantage.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply