Quality Assurance Specialist – Data & Process Improvement

OneOcean Group; Philippines; On-site; PHP 420,000 - 600,000; Full time

Job summary

OneOcean is seeking a Quality Assurance Specialist in the Philippines to oversee QA across Level 1 support interactions, ensuring technical accuracy and high-quality customer service. You will identify risks, escalate issues, and guide the operations team on QA standards.

The role emphasizes data-driven analysis, cross-functional collaboration, and improvements to the client experience, supporting OneOcean's mission in a fast-moving maritime tech environment.

Qualifications

• Proven track record of high performance in your current role.
• Strong understanding of Level 1 Technical Support systems, tools and troubleshooting protocols.
• Ability to spot patterns in communication data and translate evaluation scores into actionable feedback.

Responsibilities

• Evaluate inbound calls and email responses for technical accuracy and customer service quality.
• Identify risks by detecting red flags or fatal errors during audits and escalate to Upper Management.
• Analyze and track performance metrics at individual and team levels, identifying compliance trends.
• Provide operational guidance on QA protocols, guidelines, and evaluation criteria to the operations team.
• Collaborate with leadership on projects to optimize workflow efficiency and upgrade client experience.

Job description

OneOcean is seeking a Quality Assurance Specialist in the Philippines to oversee QA across Level 1 support interactions, ensuring technical accuracy and high-quality customer service. You will identify risks, escalate issues, and guide the operations team on QA standards.

The role emphasizes data-driven analysis, cross-functional collaboration, and improvements to the client experience, supporting OneOcean's mission in a fast-moving maritime tech environment.