About the Job We are seeking a detail-oriented and analytical Quality Assurance (QA) Specialist/Manager 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. Job Details
- Employment Type: Full-Time Employee
- Department: Customer Service/Support
- Job Level: Intermediate
- Experience: 3 Years
- Education: Bachelors
- Qualification: Bachelors Required Skills
- Soft Skills: Analytical Thinking, Problem Solving, Attention to Detail, Adaptability, Agile Mindset 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 Salary & Benefits
- Pay: Monthly, ₱ 60000.00 – 60000.00
- Benefits: Working Hours - Monday: 08:00 - 17:00 - Tuesday: 08:00 - 17:00 - Wednesday: 08:00 - 17:00 - Thursday: 08:00 - 17:00 - Friday: 08:00 - 17:00 Additional Requirements
- Tech Requirements: Windows
- Language: English About the Company 1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.
