Quality Assurance & Training Specialist

Power2Motivate Australia Pty; Western Visayas; On-site; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Quality Assurance Specialist to join our on-site team at Mall of Asia Complex, Pasay. You will conduct weekly quality audits, coach agents, and facilitate training to ensure service standards across channels.

Ideal candidates have QA and training experience in call centers or BPO, strong SOP mastery, and be skilled at rostering and performance analysis using Excel or similar tools. This role offers day shift, onsite work and opportunities for growth.

Qualifications

• Proven experience in a dual QA and training role within a call center, customer service, or order processing environment.
• Ability to evaluate agent performance across voice calls, digital support tickets, and back-office tasks.
• Experience conducting coaching sessions and facilitating trainings for adults.
• Strong mastery of complex operational processes and documenting SOPs.
• Scheduling and roster management experience for support teams.

Responsibilities

• Quality Auditing & Compliance: conduct weekly quality audits on agent calls, tickets, and order processing workflows.
• Coaching & Team Lead Alignment: review audit results, analyze trends, and assist in coaching sessions.
• Training Facilitation & Delivery: onboard and train new hires and existing staff on processes and standards.
• SME & Process Standardization: identify bottlenecks and standardize internal communications.
• Training Material & Knowledge Management: document process updates and ensure alignment.
• Support Team Scheduling: manage rosters and shift coverage to maintain SLAs.

Skills

QA & Training Experience

Multi-Channel Auditing

Coaching & Facilitation

Process & SOP Mastery

Scheduling & Rostering

Tools

Zendesk

Salesforce

Gorgias

Job description

MicroSourcing is seeking a Quality Assurance Specialist to join our on-site team at Mall of Asia Complex, Pasay. You will conduct weekly quality audits, coach agents, and facilitate training to ensure service standards across channels.

Ideal candidates have QA and training experience in call centers or BPO, strong SOP mastery, and be skilled at rostering and performance analysis using Excel or similar tools. This role offers day shift, onsite work and opportunities for growth.