Quality Assurance Analyst

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🔥 20 hours ago

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SMDigital USA

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

B2B • Marketing • Digital Agency

SMDigital USA is an award-winning international digital agency known for its talented team of over 220 professionals committed to creating innovative digital solutions. The company places a strong emphasis on fostering a positive work environment, offering flexibility and growth opportunities, and maintaining a healthy work-life balance for its global team. With offices in Miami, New York, Shanghai, Medellin, Spain, the Philippines, and Panama, SMDigital specializes in areas such as customer service, web development, SEO, social media management, and more, relying on a team of experts primarily based in the Philippines.

📋 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

🎯 Requirements

• 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