Quality Assurance Analyst at SMDigital

WHATYOU'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 WHOYOU 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 HOMEOFFICE REQUIREMENTS (MUST PROVIDE SCREENSHOT)• 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.

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