Job Description
About Us: Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
The Role The Quality Assurance & Trainer is responsible for maintaining high standards of customer service by monitoring interactions, identifying improvement opportunities, and delivering effective training programs. This role ensures consistency across all customer touchpoints while enhancing the skills and performance of customer service representatives through structured coaching and training initiatives.
Key Responsibilities 1. Quality Assurance - Monitor and evaluate customer interactions across multiple channels (phone, email, chat, social media) to ensure compliance with quality standards and company policies
- Identify trends, gaps, and improvement opportunities in service delivery
- Provide actionable feedback and coaching to customer service representatives
- Maintain accurate QA records, reports, and performance metrics
- Develop and update QA scorecards, forms, and procedures
- Collaborate with leadership to implement process improvements
- Analyze customer feedback (e.g., surveys) to drive service enhancements
2. Training & Development - Design and deliver training programs for new hires and existing employees
- Facilitate training on product knowledge, systems, customer service skills, and policies
- Develop training materials (presentations, manuals, job aids, e-learning resources)
- Conduct training via classroom sessions, virtual platforms, and one-on-one coaching
- Assess training effectiveness through evaluations, feedback, and performance data
- Maintain training records and track employee progress
- Stay updated on industry trends, best practices, and training methodologies
- Partner with cross-functional teams to ensure training content accuracy
3. Additional Duties - Assist in handling customer interactions during peak periods as needed
- Participate in team meetings and support departmental initiatives
- Stay informed about company products, services, and policies
- Perform other tasks as assigned
Qualifications & Skills - Strong analytical and problem-solving skills
- Excellent communication and coaching abilities
- Experience in quality assurance and/or training within customer service
- Ability to create engaging training content and deliver effective sessions
- High attention to detail and organizational skills
- Proficiency in using QA tools, reporting systems, and training platforms
Key Competencies - Customer-focused mindset
- Continuous improvement orientation
- Strong interpersonal skills
- Adaptability and collaboration
Work Schedule:Must be amenable to work in shifting schedule including weekends
Work Setup:Office-based
Work Locations:SM North EDSA Tower 1, North Avenue corner, Quezon City
Note:As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
In compliance to data privacy law, make sure that the following is included at all times: By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
