Quality Assurance Specialist

Goway Travel Limited; Pasig; Hybrid; PHP 335,000 - 391,000; Full time

Benefits offered by this job

Paid personal days

Birthday off

Travel discounts

Job summary

Goway Travel Limited is seeking a Quality Assurance Specialist to oversee data accuracy and service standards across voice, chat, and email within a remote/hybrid setup. You will monitor both customer-facing interactions and back-end processing, delivering actionable feedback to agents and ensuring client SLA adherence.

The role emphasizes calibration with client teams, data security, and continuous process improvement, offering opportunities in a global travel company with diverse workflows.

Qualifications

• 1–3 years in a BPO/Shared Services environment.
• Meticulous eye for detail with ability to audit complex data entries and logs.
• Strong written and verbal communication for feedback and reports.
• Experience navigating back-office platforms and CRM tools (e.g., Salesforce, Zendesk).

Responsibilities

• Audit front-line interactions and back-end processes for data integrity.
• Provide structured coaching and actionable insights to agents and team leads.
• Ensure compliance with company policies, client guidelines, and standards.
• Participate in calibration sessions to standardize scoring criteria across workflows.
• Track quality metrics and analyze root causes of recurring errors or failures.
• Collaborate with Operations and Training to optimize workflows.

Skills

Experience

Attention to Detail

Communication

Technical Proficiency

Adaptability

Tools

Salesforce

Zendesk

GDS

Airline booking systems

Excel/Google Sheets

Job description

Quality Assurance Specialist

Job Type: Full Time
Location: Remote/Hybrid
Reporting to: Quality Assurance Team Lead
Role Type: Replacement
Salary: Php 30,000 - Php 35,000

Job Purpose:

The Quality Assurance (QA) Specialist ensures operational excellence, data accuracy, and service standards across diverse BPO work streams. This includes monitoring customer-facing interactions (voice, chat, email) as well as back-end transaction processing (e.g., flight operations, product loading, and product loading.. The QA Specialist identifies operational gaps, delivers actionable feedback, and ensures strict compliance with client SLAs and internal workflows.

Key Responsibilities:

• Quality Audit & Evaluation: Audit front-line customer interactions and back-end transaction processes (e.g., flight schedules, product/contract loading entries, customer records) to verify data integrity, rule adherence, and process accuracy.

• Coaching & Feedback: Provide structured feedback and actionable insights to agents, processing specialists, and team leads to address performance gaps and minimize error rates.

• Compliance & Data Security: Ensure all front-end communications and back-end data entries strictly comply with company policies, client guidelines, and industry standards.

• Calibration & Alignment: Actively participate in internal and client calibration sessions to standardize scoring criteria and operational benchmarks across all assigned workflows.

• Root Cause Analysis & Reporting: Track quality metrics, compile performance trends, and analyze root causes for recurring transactional errors or service delivery failures.

• Process Improvement: Collaborate with Operations and Training teams to optimize workflows, refine process documentation, and streamline data entry procedures.

Required Skills and Qualifications:

• Experience: 1–3 years of experience in a BPO / Shared Services environment, with exposure to both customer-facing and back-end transactional workflows preferred.

• Attention to Detail: Meticulous eye for detail with a proven ability to audit complex data entries, system logs, and communication records accurately.

• Communication: Strong written and verbal communication skills for delivering clear audit feedback and preparing reports.

• Technical Proficiency: Experience navigating back-office platforms, CRM tools, or transaction databases (e.g., GDS/airline booking systems, product catalog systems, Salesforce, Zendesk) and proficiency in Microsoft Excel / Google Sheets.

• Adaptability: Ability to quickly master new client systems, shifting product/contract rules, and varied operational assignments across voice and non-voice domains.

What can you expect from Goway?

Imagine working for a company where your career feels like an adventure. At Goway, you’ll join a global community that supports one another:

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.

• Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.

• Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.

• Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.

• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.

• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted.

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor‑made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We’re united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward‑thinking team, transforming wanderlust into life‑changing adventures for our fellow Globetrotters. Discover more at goway.com