Quality Assurance Specialist

Incubator Lab

. Conduct audits of inbound and outbound customer phone interactions or email exchanges .

Posted 10/9/2026contractRemote • PhilippinesMid-LevelSenior💰 $1,387 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong attention to detail and listening skills while conducting audits of customer interactions. Proficient in evaluating performance trends and providing actionable feedback to support agent development and compliance.

Highest-signal resume keywords

Quality Assurance (QA)Customer Service Best PracticesCall Center ExperienceCompliance Standards FamiliarityPerformance Trend Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

QA ScorecardsPerformance EvaluationAudit DocumentationData AnalysisFeedback Delivery

Soft Skills

Attention to DetailConstructive FeedbackWritten CommunicationVerbal CommunicationTime Management

Tools & Technologies

QA ToolsCustomer Relationship Management (CRM)Call Recording Systems

Industry Keywords

Customer SupportCall CenterCompliance RisksPerformance GapsCoaching Opportunities

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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