Quality Assurance Analyst

SMDigital; United States; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

WFH support program

HMO + PhilHealth coverage

SIL, PTO, and birthday leave

Paid vacation leave

Zero-interest employee loan program

Performance bonuses and merit-based 
-

Monthly Gen Pow-Wows and team events

Job summary

SMDigital is seeking a detail-driven Quality Assurance specialist for a fully remote role supporting our call center operations in the United States. You will monitor interactions, evaluate performance, and provide actionable feedback to improve customer service and compliance.

You thrive working independently in a remote environment, bring 3+ years QA experience, and partner with operations to identify trends and drive process improvements through calibrated scorecards and tools.

Qualifications

• 3+ years of experience in a QA role in a call center or BPO setting.
• Detail-oriented with a careful approach to evaluate interactions.
• Confident, empathetic communicator who provides uplifting feedback.
• Analytical thinker who identifies patterns and actionable insights.
• Familiar with QA tools, scorecards, and calibration processes.
• Self-driven and effective in a remote work environment.
• Adaptable to shifting schedules with a focus on consistency.

Responsibilities

• Monitor inbound and outbound calls, emails, and chat interactions.
• Evaluate teammate performance against quality standards and guidelines.
• Assess demeanor, accuracy, service delivery, and compliance.
• Provide clear, constructive, and actionable feedback to teammates and leads.
• Identify trends, flag recurring issues, and recommend process improvements.
• Partner with operations and leadership to raise performance standards.

Skills

QA experience

Attention to detail

Remote work

Analytical thinking

Feedback skills

Tools

QA tools

Job description

WHATYOU'LL OWN

• Monitor inbound and outbound calls, emails, and chat interactions
• Evaluate teammate performance against quality standards and company guidelines
• Assess demeanor, technical accuracy, customer service delivery, and compliance
• Provide clear, constructive, and actionable feedback to teammates and team leads
• Identify trends, flag recurring issues, and recommend process improvements
• Partner with operations and leadership to continuously raise the bar

WHOYOU ARE

• 3+ years of experience in a Quality Assurance role in a call center or BPO setting (Required)
• Detail-oriented — you catch what others miss, and you do it with care
• A confident, empathetic communicator who gives feedback that uplifts, not discourages
• Analytical thinker who can spot patterns and translate them into actionable insights
• Familiar with QA tools, scorecards, and calibration processes
• Self-driven and thrives working independently in a remote environment
• Flexible with shifting schedules and committed to consistency

WHAT WE OFFER

• Full-time remote work with a complete WFH support program
• Maxicare HMO + PhilHealth coverage
• SIL, PTO, and a special birthday leave
• Paid vacation leave
• Zero-interest employee loan program
• Performance bonuses and merit-based recognition
• Monthly Gen Pow-Wows and team engagement events with prizes
• Arvios Leadership Development Academy and workshop programs
• Monthly 1-on-1 touchbase calls with your HR partner

HOMEOFFICE REQUIREMENTS (MUST PROVIDE SCREENSHOT)

• Stable internet connection with at least 100 Mbps postpaid
• Laptop/Computer Specs: Minimum 16GB RAM with Intel i5 core processor, AMD Ryzen 5, or higher equivalent.
• For Windows users: Windows 11 OS is required
• Noise-Cancelling Headset
• Dual Monitor is mandatory
• Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup