Quality Assurance Specialist - On Site

Location: Cebu, Central Visayas, Philippines
Work Arrangement: On-Site Only

Job Summary:
We are seeking a highly skilled and detail-oriented Quality Assurance (QA) Specialist to join our team. The ideal candidate will be responsible for conducting quality assurance for all client accounts across various industries and communication channels. The role will also involve running calibration sessions with both clients and internal teams, providing timely and accurate reports on issue statuses, and collaborating with the training team to identify and implement necessary training initiatives.

Key Responsibilities:
• Conduct quality assurance assessments for clients across multiple industries and channels (e.g., voice, chat, email).
• Perform calibration sessions with clients and internal teams to ensure alignment on quality standards and expectations.
• Track and report on the status of issues and quality metrics, providing regular updates to leadership and clients.
• Work closely with the training team to identify areas for improvement and recommend targeted training programs based on QA findings.
• Ensure consistent application of company quality standards and continuous improvement across all client accounts.
• Maintain a thorough understanding of client-specific requirements and industry best practices.
• Provide feedback and coaching to team members based on QA results to enhance performance and service quality.

Required Skills:
• Strong experience in quality assurance, preferably in a BPO or customer service environment.
• Excellent knowledge of QA processes across multiple channels (voice, chat, email).
• Ability to conduct effective calibration sessions with clients and internal stakeholders.
• Strong analytical and problem-solving skills to track and report on quality metrics.
• Excellent communication skills, both written and verbal.
• Ability to collaborate cross-functionally, particularly with training and client services teams.

Desired Skills:
• Experience working with clients across different industries.
• Knowledge of QA tools and software.
• Familiarity with performance coaching and training methodologies.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

About the Company:
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world's most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.

Our comprehensive approach includes taking charge of our clients’ new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.

We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support solutions and training programs ensure our clients’ new support team acquires the skills and knowledge to deliver outstanding service and contribute to their rapid business growth. For more information, please visit our website: www.ethossupport.com.

Why Work With Us?
At Ethos Support we offer more than just a job — we offer a place where you can grow and make a meaningful impact. Here's why you should join us:

• Innovative Work Environment: We thrive on creativity, collaboration, and innovation.
• Employee Growth: We invest in your development through training, mentoring, and opportunities for advancement.
• Work-Life Balance: We understand the importance of balancing your personal and professional life.
• Inclusive Culture: We embrace diversity and encourage a supportive, inclusive atmosphere.
• Competitive Compensation: We offer a salary package that is competitive with or above market standards, based on your
experience and skills.