Quality Assurance Specialist

MicroSourcing; Pasay; On-site; PHP 240,000 - 480,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking a Quality Assurance Specialist to join our Pasay team on-site for a day shift. You will conduct weekly quality audits of agent calls, tickets, and order workflows to ensure SOP compliance.

You will coach, align with Team Leads, and facilitate onboarding and ongoing training for staff, promoting standardized processes and effective communication. You will also manage scheduling to sustain service levels in a fast-paced environment.

Qualifications

• Proven experience in a dual QA and Training role within a call center, customer service, or order processing environment.
• Ability to evaluate agent performance across voice calls, tickets, and back-office tasks.
• Experience conducting coaching and classroom training using adult learning principles.

Responsibilities

• Quality Auditing & Compliance: conduct weekly quality audits on agent calls, tickets, and order processing workflows.
• Coaching & Team Lead Alignment: liaise with Team Leads to review results, analyze trends, and assist in coaching sessions.
• Training Facilitation & Delivery: facilitate onboarding and ongoing training for new hires and existing staff on processes and standards.
• SME & Process Standardization: identify bottlenecks, streamline workflows, and document SOPs for internal/external communications.
• Training Material & Knowledge Management: gather and cascade process updates from training and clients.
• Support Team Scheduling: manage roster schedules and shift coverage to maintain SLAs.

Skills

QA Experience

Multi-Channel Auditing

Coaching & Facilitation

SOP Mastery

Scheduling & Rostering

Zendesk

Salesforce

Gorgias

Tools

Zendesk

Salesforce

Gorgias

Job description

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?

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

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