Support QA Specialist - CX & Process Improvement (Onsite)

Snappr Inc.; Metro Manila; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Transportation allowance

Night differential 20%

Health insurance

Free daily meals

Paid Time Off

Company equity

Job summary

Snappr Inc. is seeking a Support Quality Assurance Specialist in Ortigas to perform customer service quality audits across email, phone, and chat. You will analyze support data, identify trends, and improve CX and agent performance.

The role emphasizes ownership, rapid execution, and collaboration with training and operations teams to elevate support quality globally. The ideal candidate has 2+ years as a QA in customer service, strong data skills, and Lean Six Sigma or Kaizen certification.

Qualifications

• 2+ years of experience as a Quality Analyst / QA Specialist in a customer service environment.
• Strong skills in data analysis and reporting (Excel/Google Sheets)
• Knowledge of support quality metrics, CSAT, and QA audits
• Lean Six Sigma Certification (Yellow Belt+) or Kaizen Certification
• A "let's get it done" mindset
• Ability to balance attention to detail with swift execution
• Willing to report 100% onsite in Ortigas.

Responsibilities

• Monitor email, phone, chat and other support channels to identify improvement areas.
• Provide quality intelligence to help managers optimize support logic.
• Provide insights to training to bridge knowledge gaps.
• Report on weekly quality metrics.
• Identify root causes and improvement opportunities in training, process and policies.
• Lead process improvement initiatives using Lean Six Sigma or similar methodologies to reduce inefficiencies and improve KPIs.
• Take ownership of Snappr's growth and get the job done.

Skills

Quality Analyst

Data analysis

Excel/Google Sheets

QA metrics

Tools

Looker Studio

Excel/Sheets

Job description

Snappr Inc. is seeking a Support Quality Assurance Specialist in Ortigas to perform customer service quality audits across email, phone, and chat. You will analyze support data, identify trends, and improve CX and agent performance.

The role emphasizes ownership, rapid execution, and collaboration with training and operations teams to elevate support quality globally. The ideal candidate has 2+ years as a QA in customer service, strong data skills, and Lean Six Sigma or Kaizen certification.