Remote QA Specialist: Data Quality & Process Improvement

Goway Travel; Manila; Hybrid; PHP 335,000 - 391,000; Full time

Job summary

Goway Travel is seeking a QA Specialist to ensure operational excellence across diverse BPO work streams, monitoring voice, chat, and back-end transactions. You will identify gaps, provide feedback, and ensure SLA compliance.

Ideal candidates have 1–3 years in a BPO environment, strong data accuracy, and proficiency with CRM tools like Salesforce or Zendesk. The role offers remote/hybrid work and growth in travel operations.

Qualifications

• 1-3 years of experience in a BPO / Shared Services environment, with exposure to both customer-facing and back-end transactional workflows preferred.
• Meticulous attention to detail with the ability to audit complex data entries, system logs, and communication records accurately.
• Strong written and verbal communication skills for delivering clear audit feedback and preparing reports.
• Experience navigating back-office platforms, CRM tools, or transaction databases (e.g., Salesforce, Zendesk) and proficiency in Excel/Sheets.
• Ability to quickly adapt to new client systems, rules, and varied operational assignments across voice and non-voice domains.

Responsibilities

• Quality Audit & Evaluation: Audit interactions and processes to verify data integrity and adherence to rules.
• Coaching & Feedback: Provide actionable insights to agents and teams to reduce errors.
• Compliance & Data Security: Ensure all data and communications comply with policies and client guidelines.
• Calibration & Alignment: Participate in calibration sessions to standardize scoring criteria.
• Root Cause Analysis & Reporting: Track metrics and analyze recurring errors and failures.
• Process Improvement: Collaborate to optimize workflows and update documentation.

Skills

Attention to Detail

Communication Skills

Technical Proficiency

Adaptability

BPO Experience

Tools

Salesforce

Zendesk

GDS

Job description

Goway Travel is seeking a QA Specialist to ensure operational excellence across diverse BPO work streams, monitoring voice, chat, and back-end transactions. You will identify gaps, provide feedback, and ensure SLA compliance.

Ideal candidates have 1–3 years in a BPO environment, strong data accuracy, and proficiency with CRM tools like Salesforce or Zendesk. The role offers remote/hybrid work and growth in travel operations.