Quality Assurance Specialist — Insights, Coaching & Impact

MicroSourcing International

Parañaque

On-site

PHP 500,000 - 800,000

Full time

36 hours ago

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Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing International is seeking a Quality Assurance professional to conduct audits across calls, emails, tickets, and back-office processes, and provide coaching to improve performance. You will analyze trends and generate regular reports to support continuous improvement.

The role requires 3+ years in QA/operational excellence within BPO or similar settings, strong Excel skills, and experience with Power BI and other Microsoft 365 tools. Onsite work in Parañaque, Philippines.

Qualifications

3+ years in QA, QC, Compliance, Training, or Operational Excellence.
Experience in BPO/shared services or contact center environments.
Strong analytical, audit and coaching skills.
Advanced Excel with Pivot Tables, XLOOKUP/VLOOKUP, dashboards and data analysis.

Responsibilities

Conduct quality audits of calls, emails, tickets, cases, chats, and back-office transactions against scorecards.
Provide constructive feedback to employees and leaders to support coaching and performance improvement.
Analyze quality trends, audit outcomes, and root causes to produce regular reports.
Identify opportunities to enhance workflows, customer experience, procedures, and quality frameworks.
Monitor adherence to policies and client requirements; escalate high-risk quality issues.