Key Facts

Remote From:

Philippines

Category: Quality Assurance Manager

Full time

Mid-level (2-5 years)

English

Hard Skills

Quantitative Analysis Balanced Scorecard

Other Skills

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Quality Assurance
•
Detail Oriented
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Communication
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Analytical Thinking

Roles & Responsibilities

3+ years of experience in a Quality Assurance role in a call center or BPO setting
Detail-oriented with strong attention to detail
Confident and empathetic communicator
Familiarity with QA tools, scorecards, and calibration processes

Requirements:

Monitor inbound and outbound calls, emails, and chat interactions
Evaluate teammate performance against quality standards and company guidelines
Provide clear, constructive, and actionable feedback to teammates and team leads
Identify trends, flag recurring issues, and recommend process improvements

SMDigital Partners

Marketing & Advertising

About SMDigital Partners

At SMDP, we are a passionate agency focused on offering digital solutions to support the growth of our partners at any stage of their business, becoming their best ally to solve problems and achieve goals in the digital world. We are committed to taking your business to another level and being the friend (family) and partner that will help you achieve your objectives. Additionally, we are willing and prepared to act in moments of crisis and emerge victorious from them, as our focus is on the digital transformation of your business. We work from our skills and knowledge to help our clients achieve their business goals.

Company type: SME

Industry: Marketing & Advertising

Founded: 2018

Company size: 51 - 200

Website LinkedIn See all jobs →

Job description

WHAT YOU'LL OWN

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

WHO YOU ARE

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

WHAT WE OFFER

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 (MUST PROVIDE SCREENSHOT)

Stable internet connection with at least 100 Mbps postpaid
Laptop/Computer Specs: (at least 16GB RAM and Intel i5 core processor equivalent or up)
Noise-Cancelling Headset
Dual Monitor is mandatory
Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup