Quality Assurance Analyst

SMDigital USA

Quality Assurance Analyst monitoring and evaluating call, email, and chat interactions in a remote environment. Providing feedback and identifying process improvements for team performance.

Posted 7/17/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Quality Assurance within call center or BPO environments, focusing on performance evaluation, feedback delivery, and process improvement. Possesses strong analytical skills to identify trends and provide actionable insights while maintaining a detail-oriented approach.

Highest-signal resume keywords

Quality Assurance ExperiencePerformance EvaluationAnalytical ThinkingEmpathetic CommunicationQA Tools Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssurancePerformance EvaluationProcess ImprovementTrend AnalysisDetail Orientation

Soft Skills

Empathetic CommunicationConstructive FeedbackSelf-DrivenFlexibilityAnalytical Thinking

Tools & Technologies

QA ToolsScorecardsCalibration Processes

Industry Keywords

Call CenterBPOCustomer Service DeliveryCompliance

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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