Support Quality Assurance Specialist (QA)

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

At Snappr, we make it effortless for businesses to access high-quality visual content at scale. As the world’s leading marketplace for photography, video, and editing, we connect top creators with brands that need to tell their stories through powerful visuals. By combining cutting-edge technology with a discerning eye for creativity, we help businesses grow through content that stands out.

Our culture is built on extreme ownership and peak performance. We are customer-obsessed, data-informed problem solvers who thrive on radical candor, embrace challenges by loving the dirt, and refuse mediocrity. We believe in accountability, humor, and diversity — and we’re united by a mission to help businesses tell better visual stories.

About the team

Snappr is the world’s largest on-demand marketplace for visual content. Our teams are entrepreneurial, collaborative, and impact-driven — solving complex customer challenges at a global scale. Every project you take on will contribute to how businesses tell their stories visually, helping us set the standard for visual content worldwide.

About the role

As a Support Quality Assurance Specialist, you will perform customer service quality audits, monitor call interactions (calls, emails, and chat), and analyze support data to identify trends and improvement opportunities. You will play a key role in enhancing customer experience (CX), agent performance, and overall support quality at Snappr. Your impact on elevating the performance of our operations team will be the lifeblood that powers Snappr’s explosive growth and enables our consumers and enterprise clients to access on-demand photography worldwide.

What you’ll do

• 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

What you’ll need:

• 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.

Job benefits:

• Competetive salary
• Transportation allowance provided
• 20% night differential (if applicable)
• Health insurance (Day 1 HMO w/ dependents)
• Free daily meals
• Paid Time Off
• Company equity

Nice to have:

• Familiarity with Looker Studio
• Basic prompting skills or interest in AI-assisted QA tools

₱0 - ₱0 a month