Quality Assurance Specialist — Insights, Coaching & Impact

MicroSourcing International; Parañaque; Vor Ort; PHP 500.000 - 800.000; Vollzeit

Benefits dieser Stelle

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Quality audits

Feedback coaching

Data analysis

Reporting

Excel advanced

Stakeholder communication

Ausbildung

Bachelor's Degree in Business/Management/Information Systems/Statistics

Related discipline

Tools

Power BI

SharePoint

Power Apps

Power Automate

CRM systems

Jobbeschreibung

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.