About the job QA Specialist
Position Title: QA Specialist
Work Set Up: Onsite
Schedule: 8:00 PM - 5:00 AM PHT
Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga
Quick Rundown:
We are looking for a detail-oriented and analytical Quality Assurance (QA) Specialist to monitor and evaluate the performance of our On-Call/Off-Hours Support Team. This role is critical in maintaining service quality, compliance with client protocols, and ensuring that agents deliver timely, professional, and accurate responses during off-hours, including nights, weekends, and holidays. The QA Specialist will review recorded calls, assess documentation logs, and provide actionable feedback and coaching recommendations.
What You'll Do:
Monitor, audit, and evaluate calls, voicemails, tickets, and documentation logs handled by the On-Call/Off-Hours Support Team.
Ensure agents follow standard operating procedures (SOPs), client-specific guidelines, and proper escalation protocols.
Conduct regular QA assessments using scorecards and provide structured evaluations based on communication quality, accuracy, professionalism, and problem resolution.
Identify service gaps, errors, or compliance issues and work with the Operations Team to correct and prevent future occurrences.
Provide constructive feedback and coaching insights to agents and team leads to support performance improvement and skill development.
Collaboration with training leads to updating onboarding materials, SOPs, and refresher modules based on quality trends and recurring concerns.
Flag and document critical incidents or high-risk errors that require immediate escalation or retraining.
Generate weekly and monthly QA reports, highlighting trends, team performance metrics, and recommended action plans.
Participate in calibration sessions with leadership to ensure consistency and fairness in QA evaluations.
Stay informed of changes in client expectations, new accounts, or service offerings to ensure QA criteria remain aligned and updated.
Be available for flexible scheduling to QA calls and reports that occur during evenings, weekends, and holidays.
What We're Looking For:
Bachelor’s degree or equivalent experience in Business, Communications, Healthcare, or Quality Management.
Minimum of 1 year of experience in a QA rolepreferably within a call center, healthcare, or support services setting.
Strong analytical skills and high attention to detail.
Excellent verbal and written communication skills.
Ability to provide feedback in a professional, constructive, and supportive manner.
Familiarity with QA scorecards, call review tools, ticketing systems, and CRM/log platforms (e.g., Zendesk, Trello, Slack, Google Workspace).
Highly organized with the ability to manage multiple audits and deadlines.
Flexibility to work or review reports during off-hours (nights, weekends, holidays) as required.
Why You’ll Love Joining the CO Fam!
At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup --it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.
Here’s what’s in store for you:
Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.
Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.
Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.
Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.
Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.
Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!
At CO, it’s not just about work -- it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!