The Role
Monitor and evaluate voice, email, and chat interactions against quality standards; provide constructive feedback; identify trends and recommend process improvements; partner with operations to improve performance and maintain calibration.
Summary Generated by Built In
WHAT YOU'LL OWN
- Monitor inbound and outbound calls, emails, and chat interactions
- Evaluate teammate performance against quality standards and company guidelines
- Assess demeanor, technical accuracy, customer service delivery, and compliance
- Provide clear, constructive, and actionable feedback to teammates and team leads
- Identify trends, flag recurring issues, and recommend process improvements
- Partner with operations and leadership to continuously raise the bar
WHO YOU ARE
- 3+ years of experience in a Quality Assurance role in a call center or BPO setting (Required)
- Detail-oriented — you catch what others miss, and you do it with care
- A confident, empathetic communicator who gives feedback that uplifts, not discourages
- Analytical thinker who can spot patterns and translate them into actionable insights
- Familiar with QA tools, scorecards, and calibration processes
- Self-driven and thrives working independently in a remote environment
- Flexible with shifting schedules and committed to consistency
WHAT WE OFFER
- Full-time remote work with a complete WFH support program
- Maxicare HMO + PhilHealth coverage
- SIL, PTO, and a special birthday leave
- Paid vacation leave
- Zero-interest employee loan program
- Performance bonuses and merit-based recognition
- Monthly Gen Pow-Wows and team engagement events with prizes
- Arvios Leadership Development Academy and workshop programs
- Monthly 1-on-1 touchbase calls with your HR partner
HOME OFFICE REQUIREMENTS (MUST PROVIDE SCREENSHOT)
- Stable internet connection with at least 100 Mbps postpaid
- Laptop/Computer Specs: Minimum 16GB RAM with Intel i5 core processor, AMD Ryzen 5, or higher equivalent.
- For Windows users: Windows 11 OS is required
- Noise-Cancelling Headset
- Dual Monitor is mandatory
- Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup
Skills Required
- 3+ years of experience in a Quality Assurance role in a call center or BPO setting
- Detail-oriented with strong attention to accuracy
- Confident, empathetic communicator able to give constructive feedback
- Analytical thinker able to spot patterns and translate insights into actions
- Familiarity with QA tools, scorecards, and calibration processes
- Self-driven and able to work independently in a remote environment
- Flexible with shifting schedules and consistent in attendance
- Stable postpaid internet connection with at least 100 Mbps (must provide screenshot)
- Laptop/computer with minimum 16GB RAM and Intel i5 or AMD Ryzen 5 or higher (must provide screenshot)
- Windows 11 OS required for Windows users (must provide screenshot)
- Noise-cancelling headset (must provide screenshot)
- Dual monitor setup (mandatory, must provide screenshot)
- Backup internet connection (prepaid home WIFI router or pocket WIFI) and power outage backup (must provide screenshot)
Am I A Good Fit?
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The Company
What We Do
At SMDP, we are a passionate agency focused on offering digital solutions to support the growth of our partners at any stage of their business, becoming their best ally to solve problems and achieve goals in the digital world. We are committed to taking your business to another level and being the friend (family) and partner that will help you achieve your objectives. Additionally, we are willing and prepared to act in moments of crisis and emerge victorious from them, as our focus is on the digital transformation of your business. We work from our skills and knowledge to help our clients achieve their business goals.
