Support QA Specialist — Elevate CX (Equity)

Snappr Inc.; Manila; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Transportation allowance provided

20% night differential

Health insurance (Day 1 HMO w/ depend)

Free daily meals

Paid Time Off

Company equity

Job summary

Snappr Inc. in Ortigas, Philippines, is seeking a Support Quality Assurance Specialist to audit customer interactions and analyze support data to improve CX and agent performance.

You will monitor email, phone, and chat channels, report weekly quality metrics, and collaborate with training and operations to reduce inefficiencies using Lean Six Sigma methods. This onsite role supports the company’s growth across global clients.

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
• The ability to balance attention to detail with swift execution - we need to do things quickly, and we need to do them well
• Should be willing to report 100% onsite in Ortigas.

Responsibilities

• Monitor communications across email, phone, chat, and any other future support channels to identify areas for improvement
• Provide quality intelligence to help managers optimize support logic
• Provide insights to the training team to bridge the knowledge gap
• Report on weekly quality metrics
• Identify root causes and improvement opportunities in training, process, and policies
• Lead and facilitate process improvement initiatives using Lean Six Sigma or similar methodologies to reduce inefficiencies andimprove key performance indicators (KPIs)
• Hustle - take ownership of Snappr's growth and do whatever it takes to get the job done

Skills

Quality Assurance

Data analysis

Reporting

Communication

On-site work

Tools

Looker Studio

Job description

Snappr Inc. in Ortigas, Philippines, is seeking a Support Quality Assurance Specialist to audit customer interactions and analyze support data to improve CX and agent performance.

You will monitor email, phone, and chat channels, report weekly quality metrics, and collaborate with training and operations to reduce inefficiencies using Lean Six Sigma methods. This onsite role supports the company’s growth across global clients.