Remote QA Analyst | Elevate Call Center Quality

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

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.