Quality Assurance Specialist (Open for Fresh Graduates)

Megaworld Corporation; Taguig; On-site; PHP 335,000 - 469,000; Full time

Job summary

Megaworld Corporation is seeking QA specialist support in Manila to coach frontline agents and ensure service quality. You will monitor interactions, document trends, and aid in audits while partnering with team leads to uphold standards.

Open to fresh graduates with 1–2 years of QA experience in a BPO, you should have strong analytical and communication skills, plus familiarity with QA tools. Eastwood or BGC Uptown may be required, with weekend/holiday flexibility.

Qualifications

• Fresh graduates welcome.
• 1–2 years of QA experience in a BPO setting preferred.
• Bachelor’s Degree in any discipline.
• Excellent analytical, communication, and interpersonal skills.
• Strong understanding of customer service and call center operations.
• Proficient in using QA tools and reporting platforms.
• Willingness to be assigned in Eastwood or BGC Uptown as required.
• Flexible to work on weekends or holidays.

Responsibilities

• Provide constructive feedback and one-on-one coaching to frontline agents to drive performance improvement.
• Partner with team leaders and supervisors to ensure quality standards are consistently understood and met.
• Conduct regular monitoring and evaluation of customer interactions based on predefined quality parameters.
• Ensure compliance with internal guidelines and client requirements during quality evaluations.
• Document and report quality trends, issues, and audit findings.
• Identify gaps in process and service delivery; recommend actionable insights for improvement.
• Participate in calibration sessions and support initiatives to enhance evaluation accuracy and consistency.
• Assist in maintaining quality assurance systems and documentation.
• Support internal audits and contribute to meeting organizational and client-specific quality benchmarks.
• Track QA performance metrics and support initiatives to improve overall team performance.

Skills

Analytical skills

Communication skills

Interpersonal skills

Education

Bachelor’s Degree in any discipline

Tools

QA tools

Reporting platforms

Job description

Key Responsibilities:

Coaching & Mentoring

• Provide constructive feedback and one-on-one coaching to frontline agents to drive performance improvement.
• Partner with team leaders and supervisors to ensure quality standards are consistently understood and met.

Evaluation Compliance

• Conduct regular monitoring and evaluation of customer interactions based on predefined quality parameters.
• Ensure compliance with internal guidelines and client requirements during quality evaluations.
• Document and report quality trends, issues, and audit findings.

Continuous Improvement

• Identify gaps in process and service delivery; recommend actionable insights for improvement.
• Participate in calibration sessions and support initiatives to enhance evaluation accuracy and consistency.

Quality Management

• Assist in maintaining quality assurance systems and documentation.
• Support internal audits and contribute to meeting organizational and client-specific quality benchmarks.
• Track QA performance metrics and support initiatives to improve overall team performance.

Qualifications:

• Open for fresh graduates
• Preferrably with at least 1-2 years of experience in Quality Assurance within a BPO setting.
• Bachelor’s Degree in any discipline.
• Excellent analytical, communication, and interpersonal skills.
• Strong understanding of customer service and call center operations.
• Proficient in using QA tools and reporting platforms.
• Willingness to be assigned in Eastwood or BGC Uptown as required.
• Flexibility to work on any assigned schedule, including weekends, or holidays.