Senior QA & AI Call Quality Specialist

MicroSourcing International; Cebu City; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking a Quality Assurance Specialist to oversee the quality of patient and customer interactions across HITL specialists and PTAI AI agents. This onsite night-shift role emphasizes call quality, customer satisfaction, and performance accountability.

You will review interactions, enforce standards, track trends, and provide actionable feedback to improve both human and AI performance. Strong communication and healthcare awareness are essential.

Qualifications

• Experience in quality assurance or call monitoring.
• Strong spoken and written English with excellent grammar.
• Ability to identify tone, empathy, pacing, and professionalism.
• Attention to detail and evidence-based feedback.
• Familiarity with healthcare terminology and workflows.

Responsibilities

• Review and score recorded and live interactions handled by HITL specialists and PTAI AI agents.
• Evaluate calls for accuracy, clarity, empathy, professionalism, and customer experience.
• Ensure adherence to scripts, client instructions, escalation paths, and quality standards.
• Identify issues in information, tone, and call flow; verify outcomes.
• Maintain objective scoring and document quality trends.
• Assess AI-agent interactions for quality and accuracy.
• Test new AI scripts and document defects for reproducibility.
• Suggest improvements to scripts, prompts, and call logic.
• Monitor improvements and ensure resolution remains
• Evaluate HITL performance against scorecards and coaching plans.
• Provide actionable feedback with examples; identify coaching opportunities.
• Maintain QA reports and dashboards; analyze trends.
• Ensure privacy and compliance in handling patient data.

Skills

Quality assurance

Call monitoring

Customer experience

Analytical skills

Healthcare terminology

Tools

CRM systems

EHR

Dashboards

Job description

MicroSourcing is seeking a Quality Assurance Specialist to oversee the quality of patient and customer interactions across HITL specialists and PTAI AI agents. This onsite night-shift role emphasizes call quality, customer satisfaction, and performance accountability.

You will review interactions, enforce standards, track trends, and provide actionable feedback to improve both human and AI performance. Strong communication and healthcare awareness are essential.