Quality Assurance Specialist

Quality Assurance (QA) SpecialistLocation: Alabang, Muntinlupa City (Full Onsite – eClerx Manila)Job Summary:The QA Specialist is responsible for monitoring, evaluating, and improving the quality of service delivered by Technical Support with Sales agents. This role ensures compliance with client standards, internal processes, and drives continuous improvement to enhance customer experience and revenue performance.Key Responsibilities:Monitor and evaluate agent interactions (calls, chats, emails) for technical accuracy, customer service quality, and sales performanceProvide timely, constructive feedback to agents and Team Leaders to improve performanceIdentify trends, process gaps, and coaching needs to enhance operational efficiencyCollaborate with Operations, Training, and Team Leaders to implement quality improvement initiativesDevelop and maintain QA scorecards, checklists, and reporting toolsParticipate in calibration sessions to ensure consistency in quality assessmentSupport process and knowledge documentation for continuous learning and improvementEnsure adherence to client, eClerx, and regulatory compliance standardsRequired Qualifications:Bachelor’s degree preferred; College-level with relevant experience acceptedMinimum 2–3 years BPO experience in Quality Assurance, Technical Support, or SalesStrong analytical, attention-to-detail, and problem-solving skillsExcellent communication and coaching skillsExperience with QA tools, scorecards, and reportingCore Competencies:Attention to detail and analytical mindsetEffective feedback and coaching skillsAbility to drive performance improvementsStrong collaboration with cross-functional teamsKnowledge of client requirements and BPO best practicesWork Arrangement:✅ Full Onsite – Alabang, Muntinlupa City (Aeon Prime Tower / Northgate Cyberzone)