Quality Assurance & Training Lead — Onsite Day Shift

MicroSourcing; Pasay; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Healthcare from day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Team events

Flexible work arrangements

Job summary

MicroSourcing in Pasay is seeking a Quality Assurance Specialist to lead QA audits, coaching, and training delivery for our support teams. You will review audit outcomes with Team Leads, identify trends, and help agents improve performance.

Responsibilities include onboarding new hires, developing training materials, documenting SOPs, and maintaining knowledge management. You will also manage roster schedules to ensure coverage and SLA compliance.

Qualifications

• Proven experience in a dual QA and Training role within a call center, customer service, or order processing environment.
• Experience evaluating performance across voice calls, digital support tickets, and back-office tasks.
• 1-on-1 coaching and classroom training experience with adult-learning methods.
• Ability to master complex operational processes and document SOPs.
• Practical experience managing support team schedules and coverage.

Responsibilities

• Conduct weekly quality audits on calls, tickets, and order processing workflows.
• Collaborate with Team Leads to review audit results and coach agents.
• Facilitate onboarding and ongoing training for new hires and staff.
• Serve as SME to identify bottlenecks and standardize communications.
• Document process updates from training and clients to ensure alignment.
• Manage roster schedules and shift coverage for support teams.

Skills

QA experience

Training experience

Coaching skills

SOP mastery

Scheduling

Multi-channel auditing

Tools

Zendesk

Salesforce

Gorgias

Job description

MicroSourcing in Pasay is seeking a Quality Assurance Specialist to lead QA audits, coaching, and training delivery for our support teams. You will review audit outcomes with Team Leads, identify trends, and help agents improve performance.

Responsibilities include onboarding new hires, developing training materials, documenting SOPs, and maintaining knowledge management. You will also manage roster schedules to ensure coverage and SLA compliance.