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Open nowPosted 5 hours ago

Quality Assurance Specialist

Incubator Lab5 open roles

Where
Manila, Philippines, Remote
Work mode
Remote
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Your applicationOpen nowQuality Assurance SpecialistIncubator Lab · Manila, Philippines, Remote

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Incubator Lab's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

8.2% of postings close within 7 days. Measured by our own scanner across the market. Incubator Lab postings stay open a median of 2 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.8%3 days
  3. 8.2%7 days
  4. 15.2%14 days
  5. 34.2%30 days
This job: posted 5 hours ago

Incubator Lab median: 2 days open

The posting

Quality Assurance Specialist

We are seeking a detail-oriented Quality Assurance (QA) Specialist to evaluate phone-based or email customer interactions and ensure consistent service quality, accuracy, and compliance. This role is responsible for auditing calls or emails, identifying performance trends, and providing actionable feedback to help improve agent performance and the overall customer experience.

Key Responsibilities

  • Conduct audits of inbound and outbound customer phone interactions or email exchanges.
  • Evaluate calls /emails for accuracy, tone, professionalism, and adherence to company standards
  • Score calls/ emails using QA scorecards and provide clear, actionable feedback
  • Identify performance trends, coaching opportunities, and recurring issues
  • Partner with Team Leads to support agent development and improvement
  • Flag compliance risks, incorrect information, or process gaps
  • Maintain accurate QA records and reporting documentation
  • Participate in calibration sessions to ensure scoring consistency
  • Recommend improvements based on audit findings and trends.

Qualifications

  • Strong attention to detail and listening skills
  • Ability to objectively evaluate conversations and provide constructive feedback
  • Clear understanding of customer service and communication best practices
  • Strong written and verbal communication skills
  • Ability to identify patterns, trends, and performance gaps
  • Comfortable working with QA tools, CRMs, and call recording systems
  • Strong time management skills and ability to meet audit expectations
  • Previous experience in QA, customer support, or call center environments preferred
  • Familiarity with compliance standards is a plus
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