Quality Assurance Officer

MicroSourcing; Parañaque; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Quality Assurance Officer in Parañaque to conduct audits across voice, email, chat, and back-office processes. You will provide coaching feedback, analyze trends, and track performance against established scorecards. The role emphasizes data-driven reporting and continuous improvement in a fast-paced BPO environment.

The ideal candidate has 3+ years in QA/quality, strong Excel, and English communication skills. Onsite work with shifting schedules is required.

Qualifications

• 3+ years in QA/Quality Control/Compliance within BPO or contact center environments.
• Advanced Excel skills: Pivot Tables, XLOOKUP/VLOOKUP, complex formulas.
• Experience conducting quality audits, root cause analysis and coaching feedback.
• Strong reporting, data interpretation and analytics abilities.
• Excellent written and spoken English with stakeholder management abilities.

Responsibilities

• Conduct quality audits of customer interactions across voice, email, chat, tickets, and back-office processes against scorecards.
• Provide coaching feedback and trend analysis to leaders and teams to close performance gaps.
• Analyze audit data to generate performance reports and identify root causes of deviations.
• Suggest improvements to procedures, scorecards and workflows for continuous quality enhancement.
• Ensure compliance with company policies, client requirements, and regulatory standards across regions.

Skills

Excel advanced

Quality audits

Root cause analysis

Stakeholder management

English communication

Education

Bachelor's degree

Tools

Quality monitoring tools

CRM platforms

Power BI

SQL basics

Job description

Discover your 100% YOU with MicroSourcing!

Position

Quality Assurance Officer

Location

Harton Corporate Center, Parañaque City

Work setup & shift

Onsite I Shifting Schedule

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

• Conduct quality audits of customer interactions across voice, email, chat, ticket, and back-office transactions against established scorecards.
• Deliver constructive coaching feedback and trend analysis to operational leadership and team members to bridge performance gaps.
• Analyze audit data to produce performance reports, track critical error rates, and identify root causes of quality deviations.
• Recommend enhancements to operating procedures, quality frameworks, scorecards, and workflows to support continuous improvement.
• Ensure strict operational compliance with company policies, client requirements, and regulatory standards across regions.

What You Need

• At least 3 years of experience in Quality Assurance, Quality Control, Compliance, Training, or Operational Excellence within a BPO, Shared Services, or Contact Center environment.
• Advanced Microsoft Excel skills (Pivot Tables, XLOOKUP/VLOOKUP, complex formulas, and data analysis).
• Proven experience conducting quality audits, performing root cause analysis, and delivering structured coaching feedback.
• Strong reporting, data interpretation, and analytical capabilities.
• Excellent written and verbal English communication skills with strong stakeholder management abilities.

Preferred Skills/expertise

• Experience using quality monitoring tools, CRM platforms, ticketing systems, or Workforce Management (WFM) tools.
• Hands-on experience developing reports and dashboards using Power BI, Power Automate, Power Apps, or SharePoint.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
• Familiarity with process mapping tools (e.g., Visio, Lucidchart) and SQL fundamentals.
• Bachelor's degree in Business, Management, Psychology, Information Systems, Statistics, or a related field.

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% YO\"U\"

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