Senior Quality Assurance Specialist - Customer Service

TEMU; Eastern Manila District; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

TEMU is seeking a Senior Quality Specialist in the Philippines to lead deep-rooted root cause analyses and drive quality improvements. You will refine the overarching QA framework, mentor junior team members, and coordinate across teams to ensure consistent quality standards.

The role requires 3+ years in QA, strong problem-solving and data analysis skills, and fluency in English. You will collaborate with multiple business lines to maintain high standards and operational resilience.

Qualifications

• Bachelor's degree in a related field; strong analytical mindset.
• Minimum 3 years of experience in quality assurance or related field.
• Proficient in structured problem solving, quality tools and data analysis; able to write reports.

Responsibilities

• Conduct RCA on operational bottlenecks and quality trends; generate actionable reports.
• Refine and maintain the quality evaluation framework and scoring standards.
• Lead complex QA initiatives and special projects to drive process improvements.

Skills

Root Cause Analysis

Quality evaluation framework

QA initiatives

Cross-team collaboration

Mentoring

Education

Bachelor's Degree

Tools

Excel

PowerPoint

Google Workspace

Job description

About US

Temu is seeking a highly motivated and experienced Senior Quality Specialist to join our team. As a rapidly growing company, we are looking for talented individuals committed to helping us achieve our goals. In this role, you will have the opportunity to work with a team of driven individuals dedicated to making a difference in the industry.

Key Responsibilities

1. 1.Conduct deep-dive Root Cause Analysis (RCA) on complex operational bottlenecks and systemic quality trends; generate strategic insights and actionable reports to support business decision-making.
2. 2.Refine and maintain the overarching quality evaluation framework, grading rubrics, and scoring standards.
3. 3.Independently lead complex QA initiatives and special projects to drive continuous process, policy, and efficiency improvements.
4. 4.Facilitate cross-team calibration sessions and quality enablement to align standards across functions, driving overall service quality and operational productivity.
5. 5.Partner with and support multiple business lines, ensuring consistent quality standards and operational resilience across all domains.
6. 6.Coach and mentor junior and new QA team members, driving onboarding programs and professional guidance.
7. 7.Handle complex case reviews, policy dispute escalations, and high-level audits to ensure strict compliance.

Qualifications

1. 1.Bachelor's Degree preferred.
2. 2.Minimum 3 years of working experience in the related field is required for this position.
3. 3.Proficient in structured problem‑solving, quality tools and statistical data analysis.
4. 4.Advanced skills in Excel (PivotTables, charts, statistical functions), PowerPoint & Google Workspace.
5. 5.Fluent in English as a working language; capable of independently writing reports, leading cross-team communication, and mentoring team members.