QA Specialist | Cebu or Davao (Onsite)
Job Summary
The QA Specialist will be responsible for conducting quality assurance for all client accounts across various industries and communication channels. The role will also involve running calibration sessions with both clients and internal teams, providing timely and accurate reports on issue statuses, and collaborating with the training team to identify and implement necessary training initiatives.
Key Responsibilities
- Conduct quality assurance assessments for clients across multiple industries and channels (e.g., voice, chat, email).
- Perform calibration sessions with clients and internal teams to ensure alignment on quality standards and expectations.
- Track and report on the status of issues and quality metrics, providing regular updates to leadership and clients.
- Work closely with the training team to identify areas for improvement and recommend targeted training programs based on QA findings.
- Ensure consistent application of company quality standards and continuous improvement across all client accounts.
- Maintain a thorough understanding of client-specific requirements and industry best practices.
- Provide feedback and coaching to team members based on QA results to enhance performance and service quality.
Required Skills
- No active or pending corrective actions
- Consistent attendance with no attendance-related concerns
- Strong performance record, consistently meeting or exceeding expectations
- Strong experience in quality assurance, preferably in a BPO or customer service environment.
- Excellent knowledge of QA processes across multiple channels (voice, chat, email).
- Ability to conduct effective calibration sessions with clients and internal stakeholders.
- Strong analytical and problem-solving skills to track and report on quality metrics.
- Excellent communication skills, both written and verbal.
- Ability to collaborate cross-functionally, particularly with training and client services teams.
Desired Skills
- Strong verbal and written communication skills.
- Prior experience in Quality Assurance is preferred but not required
- Ability to provide clear, constructive feedback.
- Strong analytical and problem-solving abilities.
- High attention to detail and accuracy.
- Ability to work independently and manage tasks with minimal supervision
- Familiarity with QA tools, scorecards, or auditing processes (preferred).
- Strong collaboration skills and ability to work well with cross-functional teams.
- Demonstrate flexibility in adapting to changes in processes or priorities.
About the Company
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world’s most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.
Our comprehensive approach includes taking charge of our clients’ new support team’s training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.
We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support culture makes us the employer of choice for top talent, offering a rewarding career path for all employees.
Why Work With Us?
- Competitive salary and benefits package.
- Opportunity for career growth and professional development.
- A collaborative and inclusive team environment.
- A chance to make a real impact in a rapidly growing company.