Quality Assurance Specialist – HITL & AI Call Quality

MicroSourcing; Cebu City; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage from day one

PTO with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Cebu, Philippines is seeking a Quality Assurance Specialist – HITL & AI Call Quality for onsite night shifts. You will review live and recorded interactions handled by Humans-in-the-Loop and AI agents to ensure compliance, tone, and accuracy.

Responsibilities include assessing AI agent performance, documenting findings, providing coaching and performance evaluations, and analyzing call quality trends to drive process improvements.

Qualifications

• Proven experience in quality assurance, call monitoring, coaching, or contact center operations.

Responsibilities

• Review live and recorded interactions by HITL and AI agents to ensure compliance, tone, and accuracy.
• Assess AI agent performance, identifying issues and documenting findings for resolution.
• Provide evidence-based feedback, coaching opportunities, and performance evaluations to support growth.
• Analyze customer satisfaction trends and call-quality metrics to drive improvements.
• Participate in calibration sessions, audits, and QA reporting while ensuring privacy and compliance.

Skills

Quality assurance

Call monitoring

Coaching

Analytical skills

Documentation

Tech literacy

U.S. hours (ET)

Tools

Call monitoring platforms

CRMs

Healthcare systems

Job description

Position: Quality Assurance Specialist – HITL & AI Call Quality

Location: Cebu, Philippines

Work setup & shift: Onsite | Night shift

Why join MicroSourcing?

• 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 – HITL & AI Call Quality, you will:

• Review and score live and recorded interactions handled by Human-in-the-Loop specialists and AI agents to ensure compliance, tone, and accuracy.
• Assess AI agent performance, identifying hallucinations, workflow errors, or script defects, and document findings for operational resolution.
• Provide clear, evidence-based feedback, coaching opportunities, and performance evaluations to support specialist growth and accountability.
• Analyze customer satisfaction trends, call-quality metrics, and recurring errors to recommend actionable process and workflow improvements.
• Participate in calibration sessions, audit tracking, and recurring QA reporting while ensuring strict privacy and organizational compliance.

What You Need

Non-negotiables

• Proven experience in quality assurance, call monitoring, coaching, or contact center operations.
• Strong spoken and written English skills with a sharp ear for tone, empathy, pacing, clarity, and overall customer experience.
• Excellent analytical and documentation skills with the ability to provide objective, evidence-based feedback.
• Tech-savviness and comfort learning AI tools, call monitoring platforms, CRMs, and healthcare systems.
• Availability to work during required U.S. business hours (Eastern Time zone).

Preferred Skills/expertise

• Experience in healthcare QA, medical scheduling, patient support, or a regulated environment.
• Experience evaluating both human-handled and AI-generated customer interactions.
• Familiarity with healthcare terminology, front-desk workflows, and EHR/practice management platforms.
• Proven background with QA scorecards, calibration sessions, root-cause analysis, and corrective-action tracking.
• Exposure to conversational AI, prompt testing, speech analytics, or automated call workflows.

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