About the Role

We are looking for a Quality Assurance & Compliance Specialist who is highly detail-oriented and analytical, with strong customer service and communication skills. The role is responsible for reviewing work quality, identifying discrepancies, conducting audits, and ensuring customer and operational standards are consistently met.

Work Schedule & Set Up: Full Onsite KMC Picadilly Bldg. BGC, Taguig | Dayshift 6:00am-3:00pm

Key Responsibilities

Conduct regular quality checks and audits of customer and job-related information.
Review records, job cards, and work orders for accuracy, completeness, and compliance.
Identify discrepancies, missing information, and process gaps.
Investigate quality issues and determine root causes.
Recommend practical solutions to improve accuracy, service quality, and processes.
Handle and resolve customer concerns professionally and empathetically.
Maintain accurate audit records and quality control metrics.
Manage multiple audits, customer follow-ups, and administrative tasks while meeting deadlines.
Escalate issues appropriately based on company guidelines.
Identify customer retention opportunities and present approved promotions or discounts when applicable.
Use CRM/work-order systems and Google Sheets for daily quality and administrative activities.

Requirements

At least 2 years of experience in Quality Assurance, Quality Control, Auditing, Compliance, Customer Service, or a related role.
Experience in a BPO/contact center or service-oriented environment is preferred.
Experience supporting Australian or Western markets is an advantage.
Strong written and verbal English communication skills.
Comfortable handling sensitive customer feedback and difficult conversations.
Proficient in Google Sheets and general office productivity tools.
Comfortable navigating CRM or work-order management systems such as Bolt CRM or similar platforms.
Strong analytical and problem-solving skills.
High attention to detail and commitment to accuracy.

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