Quality Assurance Specialist - Elevate Customer Experience

Peak Outsourcing, Inc.; Dumaguete; On-site; PHP 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Collaborative work environment

Job summary

Peak Outsourcing, Inc. is seeking a QA Associate to systematically review customer interactions and apply QA standards using approved scorecards. The role aims to improve customer experience and reduce business risk through process improvements and policy adherence.

You will monitor voice and non-voice interactions, provide timely feedback, and collaborate with operations leadership to drive standardization and continuous quality enhancements across teams.

Qualifications

• Experience in quality assurance monitoring and feedback.
• Ability to identify trends in data and performance.
• Strong communication and cross-functional collaboration.

Responsibilities

• Monitor and evaluate voice/non voice transactions.
• Perform live or remote monitoring.
• Provide quality performance feedback to operators and superiors.
• Roll out quality updates to operations.
• Work with operations leadership to disseminate improvements.
• Participate in calibration sessions to review scoring.
• Create and implement quality guidelines for standardization.
• Support operations in staffing issues as needed.
• Conduct quality root cause analyses.
• Coordinate with departments for process improvements.
• Provide tracking and reporting of QA metrics.
• Prepare reports for performance analysis.

Skills

Quality Assurance

Communication

Data Analysis

Feedback Delivery

Time Management

Multitasking

Calibration Leadership

Organizational Skills

Professional Presentation

Job description

Peak Outsourcing, Inc. is seeking a QA Associate to systematically review customer interactions and apply QA standards using approved scorecards. The role aims to improve customer experience and reduce business risk through process improvements and policy adherence.

You will monitor voice and non-voice interactions, provide timely feedback, and collaborate with operations leadership to drive standardization and continuous quality enhancements across teams.