Quality Assurance (QA) Specialist / QA Lead – Call Center Operations

Job Type: Full-time Department: Quality Assurance / Operations Industry: BPO / Call Center / Customer Support

Job Summary

We are looking for a highly motivated, self-starting, and detail-oriented Quality Assurance (QA) Specialist / QA Lead to establish and develop our call center's Quality Assurance program from the ground up.

This role is ideal for someone who can work independently, build QA processes from scratch, develop customized evaluation forms, establish quality standards and policies, and implement a structured quality monitoring and improvement program.

The successful candidate will take ownership of the entire QA framework, from designing evaluation criteria and defining quality standards to conducting call audits, identifying performance gaps, and collaborating with Operations and Training to improve customer experience and service delivery.

We are looking for someone who does not simply follow an existing QA process but can build, implement, and continuously improve one independently.

Key Responsibilities1. QA Program Development and Implementation

• Develop and implement the call center's Quality Assurance program from the ground up.
• Design customized QA evaluation forms and scorecards based on operational requirements, client expectations, and customer service standards.
• Establish quality standards, evaluation criteria, scoring methodologies, and critical error classifications.
• Create QA policies, procedures, guidelines, and documentation to ensure consistent quality monitoring.
• Develop processes for call evaluation, case auditing, feedback delivery, dispute handling, and quality reporting.
• Establish a structured QA workflow with clear responsibilities, timelines, and accountability.

2. Quality Monitoring and Evaluation

• Conduct regular call recordings reviews, interaction audits, and case evaluations.
• Assess agent performance against established quality standards, including communication skills, troubleshooting accuracy, procedural compliance, documentation, and customer experience.
• Identify critical errors, recurring issues, and opportunities for improvement.
• Ensure QA evaluations are accurate, objective, consistent, and supported by documented evidence.
• Establish appropriate sampling methodologies and monitoring schedules based on operational needs.

3. QA Policies and Standards

• Develop quality-related policies and standard operating procedures (SOPs).
• Define evaluation guidelines, scoring rules, critical failures, and compliance requirements.
• Establish processes for QA disputes, calibration sessions, and evaluation consistency.
• Partner with Operations to ensure quality standards are practical, measurable, and aligned with business objectives.
• Review and update QA policies as operational requirements and client expectations evolve.

4. Coaching and Continuous Improvement

• Work closely with Team Leaders and Supervisors to communicate quality findings and address performance gaps.
• Provide actionable feedback and recommendations based on audit results.
• Identify recurring knowledge gaps and recommend targeted coaching or training interventions.
• Track corrective actions and evaluate whether coaching initiatives result in measurable improvements.
• Promote a culture of quality, accountability, and continuous improvement across the organization.

5. Reporting and Performance Analysis

• Develop QA reports, dashboards, scorecards, and trend analyses.
• Track quality results and identify recurring errors, process weaknesses, and customer-impacting issues.
• Present findings and recommendations to Operations and Management.
• Establish baseline quality performance and recommend realistic improvement targets as the QA program matures.
• Use available data to identify opportunities to improve customer satisfaction, first-contact resolution, compliance, and operational efficiency.

6. Calibration and Stakeholder Collaboration

• Establish and facilitate QA calibration sessions with Supervisors, Team Leaders, and relevant stakeholders.
• Ensure consistent interpretation and application of QA standards.
• Collaborate with Operations, Training, and Management to address quality concerns and implement corrective actions.
• Support the development of onboarding materials and quality training resources.
• Maintain clear documentation of calibration outcomes, policy updates, and agreed action plans.

Qualifications

• Previous experience in Quality Assurance within a BPO, call center, customer service, technical support, or contact center environment.
• Demonstrated ability to develop or significantly improve a QA program, preferably from the ground up.
• Experience creating QA evaluation forms, scorecards, quality standards, and monitoring procedures.
• Strong understanding of call monitoring, case auditing, customer interaction evaluation, and performance analysis.
• Experience developing SOPs, quality policies, and operational documentation.
• Strong analytical, organizational, communication, and problem-solving skills.
• Ability to work independently, take initiative, and manage the development of a QA program with minimal supervision.
• Strong attention to detail and commitment to objective, evidence-based evaluations.
• Proficiency in Microsoft Excel, Google Sheets, and reporting tools.
• Ability to collaborate effectively with Operations, Training, and Management.

Preferred Qualifications

• Previous experience as a QA Lead, QA Specialist, QA Analyst, or Quality Manager.
• Experience establishing QA programs for technical support, ISP, telecommunications, or customer service operations.
• Familiarity with QA calibration, root-cause analysis, performance improvement plans, and continuous improvement methodologies.
• Experience with CRM and ticketing platforms such as Salesforce or Zendesk.
• Knowledge of customer experience metrics, including CSAT, NPS, First Contact Resolution (FCR), and quality compliance.
• Experience developing QA dashboards and presenting quality trends and recommendations to management.

What We Are Looking For

We are looking for a self-starter who can take ownership of building our QA function from the beginning.

The ideal candidate is someone who can assess existing operations, identify quality risks, design practical evaluation tools, establish clear standards, and implement a sustainable QA process without relying on a fully developed framework.

You should be comfortable making recommendations, presenting proposals to management, documenting policies, and working with operational leaders to turn quality findings into actionable improvements.

Success in this role means establishing a fully functional QA process with standardized evaluation forms, documented policies, consistent monitoring, reliable reporting, and a clear process for continuous improvement.

How to Apply

If you have the experience, initiative, and technical skills to build a Quality Assurance program from the ground up, we encourage you to submit your resume and describe your experience developing QA processes, evaluation forms, or quality policies.

Please highlight any previous experience where you independently established or significantly improved a call center's QA framework.

Pay: Php45,000.00 - Php48,000.00 per month

Work Location: Remote

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