Quality Assurance Expert (Lead level, GBS Organization) - rotating sched, onsite

Private Advertiser; Philippines; On-site; PHP 420,000 - 780,000; Full time

Job summary

Private Advertiser is seeking a Quality Assurance Expert to implement and maintain QA standards across customer-facing and operational processes. This role conducts audits, monitors performance, identifies improvement opportunities, and partners with stakeholders to drive service excellence, compliance, and continuous improvement.

The ideal candidate will have strong analytical skills, experience with QA tools and dashboards, and a proven track record in identifying root causes and implementing

Qualifications

• Bachelor’s degree in a relevant field.
• 5+ years in QA, auditing, or process excellence.
• 3+ years supporting customer service or contact centers.
• Experience conducting QA audits and calibration sessions.
• Proficient with QA tools and reporting dashboards.

Responsibilities

• Execute QA frameworks, methodologies, and audit standards aligned with business objectives.
• Define and maintain audit criteria, quality metrics, and reporting requirements.
• Ensure consistent application of QA processes, standards, and documentation across supported operations.
• Conduct quality audits and evaluations to ensure compliance with KPIs, SLAs, policies, and procedures.
• Analyze quality trends, identify root causes, and recommend corrective and preventive actions.
• Provide timely feedback to operational teams and monitor action plan completion.
• Maintain accurate audit records and quality documentation.
• Monitor and analyze quality performance metrics and trends.
• Prepare QA reports, dashboards, and management updates.
• Identify performance gaps and provide data-driven recommendations to improve service quality and operational effectiveness.
• Develop and maintain quality guidelines, training materials, and calibration programs.
• Facilitate quality calibrations and knowledge-sharing sessions.
• Identify training needs based on audit findings and performance trends.
• Collaborate with Operations and Training teams to improve performance outcomes.
• Support root cause analysis and process improvement initiatives.
• Recommend enhancements to workflows, customer interactions, and quality processes.
• Promote the use of automation, analytics, and best practices to improve audit effectiveness and quality performance.
• Act as a subject matter expert on quality-related topics.
• Build strong relationships with cross-functional stakeholders to drive quality initiatives.
• Ensure adherence to organizational policies, regulatory requirements, and quality standards.

Skills

Auditing & QA

Analytical thinking

Stakeholder management

Communication skills

English fluency

Education

Bachelor's degree in Business, Finance, Quality Management, or related field

Tools

QA tools

Call monitoring systems

Reporting dashboards

Job description

Quality Assurance Expert

Work Schedule: Onsite

Shift schedule: Rotating (day,mid,night)

Role Summary

The Quality Assurance Expert is responsible for implementing and maintaining quality assurance standards across customer-facing and operational processes. This role conducts audits, monitors performance, identifies improvement opportunities, and partners with stakeholders to drive service excellence, compliance, and continuous improvement.

Key Responsibilities

Quality Assurance & Governance

• Execute quality assurance frameworks, methodologies, and audit standards aligned with business objectives.
• Define and maintain audit criteria, quality metrics, and reporting requirements.
• Ensure consistent application of QA processes, standards, and documentation across supported operations.

Audits & Quality Monitoring

• Conduct quality audits and evaluations to ensure compliance with KPIs, SLAs, policies, and procedures.
• Analyze quality trends, identify root causes, and recommend corrective and preventive actions.
• Provide timely feedback to operational teams and monitor action plan completion.
• Maintain accurate audit records and quality documentation.

Performance Reporting & Insights

• Monitor and analyze quality performance metrics and trends.
• Prepare QA reports, dashboards, and management updates.
• Identify performance gaps and provide data-driven recommendations to improve service quality and operational effectiveness.

Training & Capability Support

• Develop and maintain quality guidelines, training materials, and calibration programs.
• Facilitate quality calibrations and knowledge-sharing sessions.
• Identify training needs based on audit findings and performance trends.
• Collaborate with Operations and Training teams to improve performance outcomes.

Continuous Improvement

• Support root cause analysis and process improvement initiatives.
• Recommend enhancements to workflows, customer interactions, and quality processes.
• Promote the use of automation, analytics, and best practices to improve audit effectiveness and quality performance.

Stakeholder Partnership & Compliance

• Act as a subject matter expert on quality-related topics.
• Build strong relationships with cross-functional stakeholders to drive quality initiatives.
• Ensure adherence to organizational policies, regulatory requirements, and quality standards.

Qualifications

• Bachelor's degree in Business, Finance, Quality Management, or a related field.
• 5+ years of experience in Quality Assurance, Auditing, Process Excellence, or Operations within Shared Services, BPO, or Global Business Services environments.
• At least 3 years of experience supporting customer service or contact center operations.
• Proven experience conducting quality audits, calibration sessions, and performance reviews.
• Experience with QA tools, call monitoring systems, and reporting dashboards.
• Lean Six Sigma, ISO, or related certifications are an advantage.

Skills & Competencies

• Strong auditing, analytical, and problem-solving skills.
• Experience with quality metrics, scorecards, and performance reporting.
• Proficiency in Microsoft Excel and PowerPoint.
• Excellent communication and stakeholder management skills.
• Strong attention to detail and process orientation.
• Self-motivated, results-driven, and capable of working independently.
• Ability to collaborate effectively across global and cross-functional teams.
• Fluent English communication skills, both written and verbal.