Quality Assurance Specialist (QA) (2-year contract, convertible)

Vesync Co.; Makati; À distance; PHP 360 000 - 480 000; Plein temps

Résumé du poste

VeSync is seeking a QA Specialist to execute its Customer Service QA program, evaluate interactions across phone, chat, and email, and provide objective insights to drive continuous improvement in customer experience.

You will work within established QA processes, grow skills for advanced analysis, and support governance, calibration, and reporting activities to ensure consistent quality across channels.

Qualifications

• Min 3 years of customer service experience with a proven track record of meeting or exceeding quality/ performance expectations.
• Experience in QA, interaction auditing, peer coaching, or performance feedback is preferred.
• Experience with customer service processes, policies, or CRM/contact center systems is preferred.
• Excellent communication skills to deliver feedback professionally and objectively.
• Strong attention to detail and consistency when evaluating customer interactions.
• Analytical ability to identify trends, patterns, and recurring quality issues.
• Basic proficiency in Excel or similar tools for tracking, analyzing QA results.
• Strong judgment to identify issues needing escalation.
• Patience, empathy, and professionalism in coaching and supporting employees.
• Strong organizational skills to manage multiple evaluations and deadlines.

Responsabilités

• Conduct scheduled quality evaluations of customer interactions across phone, chat, and email using QA scorecards and guidelines.
• Provide timely, constructive feedback to Customer Service Representatives based on QA findings.
• Identify process gaps and knowledge opportunities affecting customer experience or performance.
• Deliver QA findings to Operations leaders to support coaching and improvement discussions.
• Participate in calibration sessions to ensure consistent interpretation of QA standards.
• Maintain QA scorecards and documentation; update guidelines per policy changes.
• Track QA data and prepare routine reports on quality performance and trends.
• Escalate significant quality trends with data-backed observations and recommendations.
• Collaborate with Operations, Training, and other stakeholders to address recurring issues.

Connaissances

Customer service

Quality assurance

Interaction auditing

Performance feedback

CRM

Excel

Analytical thinking

Attention to detail

Outils

CRM systems

Excel

Description du poste

VeSync is a portfolio company with brands that cover different categories of health & wellness products. We wouldn’t be surprised if you have one of our Levoit air purifiers in your living room or a COSORI air fryer whipping up healthy and delicious meals for you every night.

We’re a young and energetic company, we’ve had tremendous success, and we are constantly growing our team. As we garner more industry attention - just check out our accomplishments and awards by CES Innovation, iF Design, IGA, and Red Dot - we also need driven and talented people to join our team.

That brings us to you, and what you’ll be joining. Our teams are smart and diligent and take ownership of their work - they’re confident in their work but know how to collaborate with open ears and a spirit of learning. If you’re down-to-earth, approachable, and easy to strike up a conversation with, this may be a great fit for you.

Check out our brands:

Position Overview:

The QA Specialist is responsible for executing the Customer Service quality assurance program through customer interaction evaluations, feedback, calibration, reporting, and quality trend analysis. The role ensures that customer interactions are evaluated consistently against established quality standards and provides objective insights that support continuous improvement and customer experience.

The QA Specialist works within established QA processes and standards while developing the skills needed to take on more advanced quality analysis and program responsibilities.

Key Responsibilities:

1) Quality Evaluation

• Conduct scheduled quality evaluations of customer interactions across phone, chat, and email using approved QA scorecards and evaluation guidelines.
• Apply quality standards consistently and objectively across all evaluations.
• Identify and immediately escape critical quality, compliance, or customer-impacting issues according to established procedures.
• Maintain accurate and complete QA documentation and evaluation records.

2) Feedback & Performance Support

• Provide timely, specific, and constructive feedback to Customer Service Representatives based on QA findings.
• Identify specific behaviors, process gaps, and knowledge opportunities that may impact customer experience or operational performance.
• Provide QA findings and supporting evidence to Operations leaders to support coaching and performance improvement discussions.
• Maintain professional and objective communication when delivering feedback or addressing evaluation concerns.

3) QA Governance & Calibration

• Participate in regular calibration sessions to ensure consistent interpretation and application of QA standards.
• Support the maintenance and updating of QA scorecards, evaluation guidelines, and related documentation following approved process or policy changes.
• Participate in QA training and calibration activities to maintain knowledge of products, processes, policies, and evaluation standards.
• Review QA disputes or evaluation appeals objectively and elevate unresolved concerns according to established procedures.

4) Reporting & Analysis

• Track quality scores and maintain accurate QA data in designated tracking and reporting systems.
• Prepare routine QA reports covering quality performance, critical errors, recurring defects, and other relevant quality metrics.
• Analyze QA results to identify trends, recurring performance gaps, and potential root causes.
• Escalate significant quality trends and provide data-supported observations and recommendations to QA and Operations leadership.
• Identify opportunities to improve customer service processes, quality standards, knowledge resources, and evaluation practices.
• Support quality-related improvement initiatives, testing, and implementation activities.
• Collaborate with Operations, Training, and other Customer Service stakeholders to address recurring quality issues and improve customer experience.

Required Qualifications:

• Min 3 years of customer service experience with a demonstrated record of meeting or exceeding quality and performance expectations.
• Experience in quality assurance, interaction auditing, peer coaching, or performance feedback is preferred.
• Experience working with customer service processes, policies, or CRM/contact center systems is preferred.
• Excellent communication skills with the ability to deliver constructive feedback professionally and objectively.
• Strong attention to detail and consistency when evaluating customer interactions.
• Analytical ability to identify trends, patterns, and recurring quality issues.
• Basic proficiency in Excel or similar tools for tracking, analyzing, and presenting QA results.
• Strong judgment and ability to identify issues requiring escalation.
• Patience, empathy, and professionalism when supporting employees through performance improvement.
• Strong organizational skills and ability to manage multiple evaluations, deadlines, and priorities.
• Strong learning orientation and willingness to continuously develop QA expertise.

This role will initially follow a schedule aligned with US business hours (8:30 AM to 5:30 PM US time), which corresponds to 11:30 PM to 8:30 AM Philippine time. Working hours may be adjusted based on operational requirements and regional support needs.