Quality Assurance Specialist

MicroSourcing International; Pasay; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Healthcare from day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Team events

Flexible work arrangements

Job summary

MicroSourcing in Pasay is seeking a Quality Assurance Specialist to lead QA audits, coaching, and training delivery for our support teams. You will review audit outcomes with Team Leads, identify trends, and help agents improve performance.

Responsibilities include onboarding new hires, developing training materials, documenting SOPs, and maintaining knowledge management. You will also manage roster schedules to ensure coverage and SLA compliance.

Qualifications

• Proven experience in a dual QA and Training role within a call center, customer service, or order processing environment.
• Experience evaluating performance across voice calls, digital support tickets, and back-office tasks.
• 1-on-1 coaching and classroom training experience with adult-learning methods.
• Ability to master complex operational processes and document SOPs.
• Practical experience managing support team schedules and coverage.

Responsibilities

• Conduct weekly quality audits on calls, tickets, and order processing workflows.
• Collaborate with Team Leads to review audit results and coach agents.
• Facilitate onboarding and ongoing training for new hires and staff.
• Serve as SME to identify bottlenecks and standardize communications.
• Document process updates from training and clients to ensure alignment.
• Manage roster schedules and shift coverage for support teams.

Skills

QA experience

Training experience

Coaching skills

SOP mastery

Scheduling

Multi-channel auditing

Tools

Zendesk

Salesforce

Gorgias

Job description

Discover your 100% YOU with MicroSourcing!

Position

Quality Assurance Specialist

Location

Mall of Asia Complex, Pasay

Work setup & shift

Onsite | Day Shift

Why join MicroSourcing?

• 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

As a Quality Assurance Specialist, you will

• Quality Auditing & Compliance: Conduct weekly quality audits on agent calls, support tickets, and order processing workflows to ensure adherence to standard operating procedures.
• Coaching & Team Lead Alignment: Liaise with Team Leads to review quality audit results, analyze performance trends, and assist in agent coaching sessions.
• Training Facilitation & Delivery: Facilitate onboarding and continuous training for new hires and existing staff on customer service processes, order processing, and communication standards.
• SME & Process Standardization: Serve as the process Subject Matter Expert (SME) to identify operational bottlenecks, streamline workflows, and standardize internal and external communications.
• Training Material & Knowledge Management: Gather, document, and cascade process updates from corporate training and clients to ensure operational alignment.
• Support Team Scheduling: Manage roster schedules and shift coverage for support teams to maintain service level agreements.

What You Need

Non-negotiables

• QA & Training Experience: Proven experience in a dual Quality Assurance (QA) and Training role within a call center, customer service, or order processing environment.
• Multi-Channel Auditing Capability: Demonstrated ability to evaluate agent performance across voice calls, digital support tickets, and back-office order processing tasks.
• Coaching & Facilitation Skills: Experience conducting 1-on-1 coaching, leading classroom training sessions, and applying adult learning methodologies.
• Process & SOP Mastery: Strong capability to master complex operational processes, identify compliance gaps, and document standard operating procedures.
• Scheduling & Roster Management: Practical experience managing support team schedules and coverage tracking.

Preferred Skills/expertise

• Familiarity with Quality Management Systems (QMS) and ticketing tools (e.g., Zendesk, Salesforce, Gorgias).
• Experience in omni-channel e-commerce or BPO contact center environments.
• Proficiency with instructional design basics and training documentation tools.
• Advanced skills in MS Excel or Google Sheets for QA score reporting and trend analysis.

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