BPO Quality Assurance Specialist

About AI Experts, Inc.

At AI Experts, Inc., we're committed to delivering exceptional customer experiences through high-performing teams and continuous improvement. As we continue to grow, we're looking for a dedicated BPO Quality Assurance Specialist to help us maintain service excellence across our outbound campaigns.

Job Description

As our Quality Assurance Specialist, you'll be responsible for monitoring outbound customer interactions, evaluating agent performance, and providing coaching recommendations that help improve quality, compliance, and overall campaign results. You'll work closely with our Operations and Team Leaders to ensure our quality standards are consistently met.

Key Responsibilities

• Monitor and evaluate inbound and outbound customer interactions, including calls, emails, chats, and other communication channels, based on established quality standards and campaign protocols.
• Conduct quality evaluations and audits, providing timely, objective, and constructive feedback to agents to improve performance.
• Ensure compliance with company policies, client guidelines, regulatory requirements, and campaign-specific procedures.
• Identify performance trends, recurring issues, and skill gaps, and recommend targeted coaching and training opportunities.
• Participate in calibration sessions to maintain scoring accuracy, consistency, and fairness across evaluations.
• Prepare and maintain quality scorecards, performance reports, dashboards, and trend analyses for Training and Operations.
• Work closely with the Training and Operations teams to support continuous improvement initiatives.
• Escalate recurring quality issues and recommend process enhancements.

Qualifications

• Minimum of 1–2 years of experience as a Quality Assurance Specialist, Quality Analyst, or QA Monitor in a BPO or contact center environment.
• Proven experience supporting inbound sales, outbound sales, customer service, or lead generation campaigns.
• Strong understanding of quality monitoring processes, QA scorecards, performance metrics, and coaching methodologies.
• Experience evaluating customer interactions for compliance, communication skills, sales effectiveness, and overall customer experience.
• Excellent verbal and written English communication skills.
• Strong analytical, critical thinking, organizational, and problem-solving skills.
• Ability to deliver objective, constructive, and actionable feedback to improve agent performance.
• Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Experience using CRM systems, call recording platforms, and quality monitoring tools is an advantage.
• Highly detail-oriented with excellent time management skills and the ability to meet deadlines.
• Ability to work independently while collaborating effectively with Operations, Training, and Leadership teams.
• Willing to work on-site at IBM Plaza, Eastwood City, Quezon City.
• Willing to work on a shifting schedule, including weekends and holidays, if required.

What we offer?

• Competitive monthly salary package of ₱30,000
• Government-mandated benefits
• Opportunities for learning and career advancement
• A collaborative and performance-driven work environment
• The opportunity to make a meaningful impact on team performance and customer experience