[Hiring] Quality Assurance Analyst @SMDigital

Role Description

• Monitor inbound and outbound calls, emails, and chat interactions
• Evaluate teammate performance against quality standards and company guidelines
• Assess demeanor, technical accuracy, customer service delivery, and compliance
• Provide clear, constructive, and actionable feedback to teammates and team leads
• Identify trends, flag recurring issues, and recommend process improvements
• Partner with operations and leadership to continuously raise the bar

Qualifications

• 3+ years of experience in a Quality Assurance role in a call center or BPO setting (Required)
• Detail-oriented — you catch what others miss, and you do it with care
• A confident, empathetic communicator who gives feedback that uplifts, not discourages
• Analytical thinker who can spot patterns and translate them into actionable insights
• Familiar with QA tools, scorecards, and calibration processes
• Self-driven and thrives working independently in a remote environment
• Flexible with shifting schedules and committed to consistency

Benefits

• Full-time remote work with a complete WFH support program
• Maxicare HMO + PhilHealth coverage
• SIL, PTO, and a special birthday leave
• Paid vacation leave
• Zero-interest employee loan program
• Performance bonuses and merit-based recognition
• Monthly Gen Pow-Wows and team engagement events with prizes
• Arvios Leadership Development Academy and workshop programs
• Monthly 1-on-1 touchbase calls with your HR partner

Home Office Requirements

• Stable internet connection with at least 100 Mbps postpaid
• Laptop/Computer Specs: Minimum 16GB RAM with Intel i5 core processor, AMD Ryzen 5, or higher equivalent
• For Windows users: Windows 11 OS is required
• Noise-Cancelling Headset
• Dual Monitor is mandatory
• Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup