Quality Assurance Specialist
New
P
Palmetto Clean TechnologyClean Tech
Remote - PhilippinesFull-TimeMiddle
Salary540,000 - 820,000 PHP per year
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Job Details
- Languages
- English and Spanish
- Experience
- 2+ years
- Required Skills
- Data AnalysisSalesforceQuality Assurance
Requirements
- 2+ years of experience in Quality Assurance, Customer Experience, or related roles.
- Strong understanding of customer service best practices.
- Experience auditing customer interactions across multiple channels (calls, emails, chats).
- Ability to interpret SOPs and apply them consistently.
- Excellent written and verbal communication skills in both English and Spanish.
- Strong attention to detail and critical thinking skills.
- Ability to deliver constructive feedback clearly.
- Familiarity with QA scorecards, audit workflows, and calibration processes preferred.
- Experience working with CRM platforms (e.g., Salesforce) preferred.
- Data-driven mindset with the ability to translate findings into insights preferred.
Responsibilities
- Conduct regular quality audits of customer interactions including calls, emails, and chats.
- Score interactions using established QA scorecards and SOPs.
- Ensure compliance with internal processes and regulatory requirements.
- Deliver clear, actionable, and prioritized feedback to supervisors using structured QA tools.
- Categorize findings by severity to support timely action.
- Identify recurring issues and systemic gaps impacting customer experience.
- Participate in calibration sessions to maintain scoring consistency.
- Maintain accurate QA documentation and track trends in agent performance.
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