Quality Assurance Specialist (2-year contract, convertible)

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Position Overview

The QA Specialist is responsible for executing the Customer Service quality assurance program through customer interaction evaluations, feedback, calibration, reporting, and quality trend analysis. The role ensures that customer interactions are evaluated consistently against established quality standards and provides objective insights that support continuous improvement and customer experience.

The QA Specialist works within established QA processes and standards while developing the skills needed to take on more advanced quality analysis and program responsibilities.

Key Responsibilities

• Quality Evaluation
• Conduct scheduled quality evaluations of customer interactions across phone, chat, and email using approved QA scorecards and evaluation guidelines.
• Apply quality standards consistently and objectively across all evaluations.
• Identify and immediately escalate critical quality, compliance, or customer-impacting issues according to established procedures.
• Maintain accurate and complete QA documentation and evaluation records.
• Feedback & Performance Support
• Provide timely, specific, and constructive feedback to Customer Service Representatives based on QA findings.
• Identify specific behaviors, process gaps, and knowledge opportunities that may impact customer experience or operational performance.
• Provide QA findings and supporting evidence to Operations leaders to support coaching and performance improvement discussions.
• Maintain professional and objective communication when delivering feedback or addressing evaluation concerns.
• QA Governance & Calibration
• Participate in regular calibration sessions to ensure consistent interpretation and application of QA standards.
• Support the maintenance and updating of QA scorecards, evaluation guidelines, and related documentation following approved process or policy changes.
• Participate in QA training and calibration activities to maintain knowledge of products, processes, policies, and evaluation standards.
• Review QA disputes or evaluation appeals objectively and escalate unresolved concerns according to established procedures.
• Reporting & Analysis
• Track quality scores and maintain accurate QA data in designated tracking and reporting systems.
• Prepare routine QA reports covering quality performance, critical errors, recurring defects, and other relevant quality metrics.
• Analyze QA results to identify trends, recurring performance gaps, and potential root causes.
• Escalate significant quality trends and provide data-supported observations and recommendations to QA and Operations leadership.
• Continuous Improvement
• Identify opportunities to improve customer service processes, quality standards, knowledge resources, and evaluation practices.
• Support quality-related improvement initiatives, testing, and implementation activities.
• Collaborate with Operations, Training, and other Customer Service stakeholders to address recurring quality issues and improve customer experience.

Required Qualifications

• Min 3 years of customer service experience with a demonstrated record of meeting or exceeding quality and performance expectations.
• Relevant experience in consumer electronics industry / BPO will be a plus
• Experience in quality assurance, interaction auditing, peer coaching, or performance feedback is preferred.
• Experience working with customer service processes, policies, or CRM/contact center systems is preferred.

Skills & Competencies

• Excellent communication skills with the ability to deliver constructive feedback professionally and objectively.
• Strong attention to detail and consistency when evaluating customer interactions.
• Analytical ability to identify trends, patterns, and recurring quality issues.
• Basic proficiency in Excel or similar tools for tracking, analyzing, and presenting QA results.
• Strong judgment and ability to identify issues requiring escalation.
• Patience, empathy, and professionalism when supporting employees through performance improvement.
• Strong organizational skills and ability to manage multiple evaluations, deadlines, and priorities.
• Strong learning orientation and willingness to continuously develop QA expertise.

This role will initially follow a schedule aligned with US business hours (8:30 AM to 5:30 PM US time), which corresponds to 11:30 PM to 8:30 AM Philippine time. Working hours may be adjusted based on operational requirements and regional support needs.