Quality Assurance Specialist at Shaw-Manila – Mandaluyong

We are seeking a detail-oriented and analytical Quality Assurance (QA) Specialist to support and enhance our quality monitoring program. The ideal candidate will have strong quality control experience, a customer service background, and advanced proficiency in Verint Automated Quality Management (AQM), including building AQM forms, KPIs, and reports. This role plays a critical part in driving performance improvements, ensuring compliance, and delivering actionable insights to leadership.

Key Responsibilities

• Conduct quality evaluations to ensure adherence to company standards, policies, and customer experience expectations
• Utilize Verint AQM to design, build, and maintain quality monitoring forms
• Develop and manage AQM KPIs aligned with organizational goals
• Generate, analyze, and interpret AQM reports to identify trends, gaps, and improvement opportunities
• Provide detailed feedback and coaching insights to leadership and frontline teams
• Partner with Operations and Training teams to recommend process improvements
• Ensure consistent application of quality standards across teams
• Maintain accurate documentation and quality records
• Support calibration sessions to ensure scoring consistency and fairness

Qualifications

• 2+ years of experience in Quality Assurance, Quality Control, or similar role
• Customer service experience required (contact center experience preferred)
• Strong proficiency in Verint AQM, including:
• Building and modifying AQM evaluation forms
• Creating and managing AQM KPIs
• Building, analyzing, and presenting AQM reports
• Exceptional attention to detail and organizational skills
• Strong analytical and problem-solving abilities
• Ability to translate data into actionable insights
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office (Excel required; advanced skills preferred)

Preferred Qualifications

• Experience in a contact center or customer experience environment
• Experience leading calibration sessions
• Familiarity with performance management and coaching frameworks

Core Competencies

• Detail-Oriented
• Analytical Thinking
• Accountability
• Collaboration
• Results-Driven
• Strong Customer Focus