Quality Assurance Specialist

Power2Motivate Australia Pty; Western Visayas; On-site; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Quality Assurance Specialist to join our on-site team at Mall of Asia Complex, Pasay. You will conduct weekly quality audits, coach agents, and facilitate training to ensure service standards across channels.

Ideal candidates have QA and training experience in call centers or BPO, strong SOP mastery, and be skilled at rostering and performance analysis using Excel or similar tools. This role offers day shift, onsite work and opportunities for growth.

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, digital support tickets, and back-office tasks.
• Experience conducting coaching sessions and facilitating trainings for adults.
• Strong mastery of complex operational processes and documenting SOPs.
• Scheduling and roster management experience for support teams.

Responsibilities

• Quality Auditing & Compliance: conduct weekly quality audits on agent calls, tickets, and order processing workflows.
• Coaching & Team Lead Alignment: review audit results, analyze trends, and assist in coaching sessions.
• Training Facilitation & Delivery: onboard and train new hires and existing staff on processes and standards.
• SME & Process Standardization: identify bottlenecks and standardize internal communications.
• Training Material & Knowledge Management: document process updates and ensure alignment.
• Support Team Scheduling: manage rosters and shift coverage to maintain SLAs.

Skills

QA & Training Experience

Multi-Channel Auditing

Coaching & Facilitation

Process & SOP Mastery

Scheduling & Rostering

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?

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 AssuranceSpecialist, 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