Quality Assurance Associate

Coins.xyz Brasil; Taguig; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

Coins.xyz Brasil in Taguig City, Metro Manila, Philippines, seeks a Quality Assurance Associate for the Customer Experience team. This full-time, hybrid role reports to the Customer Experience and Governance Manager and works with cross-department teams to maintain high-quality responses and improve processes.

You will review conversations, calibrate performance, coach agents, analyze trends, and drive improvements including chatbot integration.

Qualifications

• Experience in international BPOs and financial services or fintech preferred.
• Experience in customer service and QA/audit is required.
• Strong analytical and critical thinking under pressure.
• Proficient with Google Workspace and basic data visualization.

Responsibilities

• Review conversations across contact touchpoints to measure team performance.
• Organize calibration sessions to evaluate agent performance.
• Identify lapses in performance and provide constructive feedback.
• Conduct weekly coaching sessions to close process gaps.
• Analyze customer dissatisfaction comments and formulate action plans.
• Drive engagement improvements and chatbot integration opportunities.
• Serve as escalation intermediary for agents and customers.
• Ensure communication addresses all customer concerns.
• Assess CX practices for quality improvements.
• Gather data, analyze trends, and share insights with CX leadership.
• Develop targeted coaching addressing service quality deficiencies.
• Collaborate with CX, L&D, and training to streamline processes.
• Ensure readiness for product deployments via negative scenario docs.
• Perform other duties as assigned by supervisor.

Skills

Customer service

QA & audit

Analytical thinking

Google Workspace

English & Filipino

Interpersonal skills

Data visualization

Problem solving

Attention to detail

Ownership

Education

Bachelor's degree in relevant field

Job description

Taguig City, Metro Manila, Philippines

Position: Customer Experience – Quality Assurance Associate

Employment Type: Full-time

Work arrangement: Hybrid

The Quality Assurance Associate reports directly to the Customer Experience and Governance Manager and works closely with team leaders and managers across departments to provide high-quality responses and improve processes.

Responsibilities

• Review agents’ conversations across all contact touchpoints to measure team performance and track customer service quality.
• Organize regular calibration sessions to evaluate agent performance.
• Identify lapses in agents’ performance and provide constructive feedback for improvement.
• Conduct 1 on 1 coaching sessions weekly to eliminate process gaps.
• Engage in customer listening to identify pain points and expectations, analyze customer dissatisfaction comments, and formulate action plans that address issues permanently.
• Drive implementation of improved engagement strategies to increase agent efficiency and identify processes for chatbot integration.
• Serve as an intermediary for escalations from agents and customers.
• Ensure communication is effectively delivered and addresses all customer concerns.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities within CX teams.
• Gather data and analyze trends or patterns affecting quality; highlight key successes and share best practices with associates and leads; present insights and recommendations to CX leadership, management, and training teams.
• Develop and conduct targeted group or individual coaching sessions addressing service quality deficiencies and improvement opportunities.
• Collaborate with CX leadership, learning & development, and training teams to streamline processes and implement standards enhancing service delivery and customer experience.
• Ensure customer service readiness for each product deployment and rollout through negative scenario handling documentation.
• Perform other duties assigned by the supervisor that may impact business operations and company goals.

Qualifications

• Educational background in business administration, management, finance, entrepreneurship, operations, or relevant work experience.
• Experience in international BPOs and exposure to financial services or fintech industries is preferred.
• Experience in customer service and QA or audit-related work is required.
• Proven analytical and critical thinking skills, even under pressure.
• Knowledge of Google Suite programs.
• Experience with AI is highly preferred but not required.
• Strong verbal and written communication skills in English and Filipino.
• Excellent interpersonal skills and ability to communicate negative feedback.
• Highly flexible, able to wear multiple hats, and thrive in a fast-paced environment.
• Strong organizational skills and familiarity with goal-setting practices.
• Experience in data visualization and understanding of support metrics.
• Understanding of basic business metrics and how support impacts them.
• Problem‑solving skills to create strategies improving support quality.
• Attention to detail and ability to work independently.
• Track record of getting things done – drive, ownership, and execution at the core of our culture.