Call Team QA (Remote, Night Shift)

As a Call Team Quality Assurance Specialist, you play a vital role in ensuring that every call made by our PH Call Team meets the highest quality standards. Through your proactive feedback and keen insights, you will help elevate call performance, boost sales conversions, and promote a culture of excellence within the Call Team and across the company.

Your responsibilities include:

• Conducting regular call audits to ensure quality and adherence to standards.
• Providing actionable insights and reports on individual and team performance.
• Identifying training needs and skill development opportunities based on audit data.
• Championing quality improvements by organizing discussions and ensuring feedback reaches and is addressed by Team Leaders.
• Reporting quality performance and improvement strategies in regular meetings with stakeholders and management.
• Escalating quality issues when necessary and driving initiatives to improve standards and sales conversion rates.

• 1 year of sales experience with a strong passion for delivering quality outcomes
• Preferably with 2+ years of experience in Quality Assurance roles
• Experienced in using any CRM tool and call listening tool for performance monitoring and reporting
• Proficient in Microsoft Excel, including data analysis, reporting, and visualization tools (e.g., pivot tables, charts, formulas)

We’re looking for someone who is:

• Proactive, detail-oriented, and focused on driving measurable results
• Highly professional
• Willing to go the extra mile to achieve desired outcomes
• Highly collaborative
• Committed to continuous improvements and willing to experiment with new approaches and techniques to work processes

At LegalMatch Philippines, we offer a dynamic and innovative environment where you can grow and make a real impact in legal tech. Join our team, collaborate with passionate individuals, and take the next step in your career. Apply today!