Quality Assurance Officer
On-siteManila, Metro Manila, Philippines
Job Summary
Conduct quality audits of calls, emails, tickets, chats, and back-office transactions to evaluate performance against scorecards and identify compliance breaches. Provide constructive feedback to employees and operational leaders, monitor coaching effectiveness, and support workforce development initiatives. Produce daily through quarterly quality reports, analyze performance trends, and present insights to stakeholders to drive continuous improvement. Identify opportunities to enhance operational workflows and recommend enhancements to procedures, scorecards, and knowledge articles. Monitor adherence to company policies and regulatory obligations, escalating critical findings and supporting internal and external audits. Collaborate with Training teams to identify learning needs and assist in developing training materials and certification programs.
Required Qualifications
- Minimum 3 years' experience in a Quality Assurance, Quality Control, Compliance, Training, or Operational Excellence role
- Experience in a BPO, shared services, contact centre, customer service, security services, healthcare, workforce management, or related operational environment
- Strong analytical and problem-solving skills
- Experience conducting audits and delivering coaching and performance feedback
- Advanced Microsoft Excel skills including Pivot Tables, XLOOKUP/VLOOKUP, dashboards, formulas, and data analysis
- Strong reporting and data interpretation capabilities
- Excellent verbal and written communication skills
- Ability to work effectively with multiple stakeholders and operational teams
- Bachelor's Degree in Business, Management, Psychology, Information Systems, Statistics, or a related discipline
Desired Qualifications
- Experience using quality monitoring, CRM, workforce management, or ticketing systems
- Experience creating dashboards and reports using Power BI
- Experience using SharePoint, Power Apps, and Power Automate
- Knowledge of Lean, Six Sigma, or Continuous Improvement methodologies
- Experience supporting operational transformation and quality improvement projects
- Power BI Dashboard Development
- Power Automate Workflow Automation
- Power Apps
- SQL Fundamentals
- Process Mapping Tools (Visio, Lucidchart, etc.)
- Workforce Management Systems
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