Quality Assurance Specialist – Calling Team

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TYPE OF WORK

Full Time

SALARY

Php 50,000 - Php 60,000

HOURS PER WEEK

40

DATE UPDATED

Sep 28, 2026

JOB OVERVIEW

IMPORTANT NOTE: Please submit your application and all required materials strictly through OnlineJobs.ph (OLJ).
Do not send applications directly to the company's mailbox. Applications submitted via email will not be considered.

This is not just a call-scoring role. We are looking for someone who can combine sharp attention to detail with genuine coaching skills to help our calling team grow, improve, and perform at their best.

- What You'll Be Doing -
Your role will focus on two key areas: monitoring and analysing call quality, and coaching the team while helping improve our workflows.

Call Quality Monitoring & Analysis
- Call Reviews: Listen to and evaluate calls made by the calling team against our quality standards and client-care approach.
- Scoring & Reporting: Complete accurate QA scorecards and track individual and team performance trends.
- Data Accuracy: Check that call outcomes, appointment details, and client records in our CRM are complete and correct.
- Performance Insights: Analyse call and sales-related numbers to identify patterns, gaps, and opportunities for improvement.
- Compliance & Consistency: Make sure every call reflects our warm, empathetic, non-pushy approach.

Coaching, Workflow Improvement & Team Support
- Feedback & Coaching: Deliver clear, constructive, and motivating feedback to team members, one-on-one and as a group.
- Workflow Improvement: Work closely with the Calling Team Manager to review current processes and bring in proven practices that improve structure, efficiency, and call quality.
- Process Development: Help build or refine call scripts, QA guidelines, and team workflows.
- Team Motivation: Encourage a positive, supportive, growth-focused culture within the calling team.
- Training Support: Assist with onboarding and upskilling new and existing team members.

We are looking for someone who is detail-driven but also people-focused.

You should be:
- Exceptionally detail-oriented. Our calling team's results directly impact sales, so accuracy matters.
- Analytical and comfortable working with numbers, scorecards, and performance data.
- A confident, natural coach who can give honest feedback in a supportive way.
- Skilled at handling and motivating people with different personalities and skill levels.
- Proactive in spotting problems and suggesting practical solutions.
- Organised, consistent, and fair in evaluating performance.
- Professional, approachable, and a strong communicator.
- A team player who enjoys working in a close-knit environment.

Ideal Experience:
Proven experience as a QA Specialist/Analyst for a calling, sales, or customer service team (required).
Experience as a Team Leader or in a supervisory/coaching role is a strong advantage.
Familiarity with CRMs, call recording tools, and QA scorecards.

The ideal person helps the team improve, not just points out mistakes.

- Working Hours & Commitment -
Hours: 9:00 AM – 5:00 PM UK Time, Monday to Friday (This is an afternoon-evening shift in the Philippines)
Break: 30-minute paid lunch break
Employment: Full-time only

- Technical Requirements -
Windows laptop/PC/Mac
Intel Core i5 processor or higher / M1 Chip or higher
Audio: Good-quality noise-cancelling headset suitable for call reviews and coaching sessions.
Internet
Stable primary internet connection.
Backup internet source, such as a secondary ISP or reliable mobile hotspot.
Power Backup (A MUST)

- Benefits & Culture -
28 days annual leave — inclusive of 8 Bank Holidays and 20 paid holidays. Holiday entitlement is pro-rated.
Dedicated wellness support.
WFH benefits after successfully completing probation.
Additional company benefits will be discussed during induction training.

Candidates must confirm that they are comfortable with the stated salary range when applying.

HOW TO APPLY:
1. Resume
2. Loom/Video Introduction — 3–5 minutes
Please record a video answering the following:
Introduce yourself.
- Tell us about your professional background, especially your QA and/or Team Leader experience and why do you believe you would be an excellent fit for this QA & Coaching Specialist role at C&W?
- Share an example of how you coached an underperforming team member or improved a team process.
- Are you comfortable with the stated PHP [50,000–60,000] monthly salary?

Please note: A voice recording alone will not be accepted. We require a video introduction.

- About the Role -

C&W is looking for a detail-oriented, analytical, and people-focused QA & Coaching Specialist to join our close-knit team.
This is a key role in supporting our calling team, the people who guide our seminar attendees toward consultations with our expert consultants. Your role is about more than reviewing calls. You will help maintain high standards, turn insights into practical coaching, and work with management to strengthen our workflows so that every client interaction is warm, accurate, and effective.

You will act as the bridge between quality standards and team performance, helping every team member become the best version of themselves on the phone.

SKILL REQUIREMENT
Sales Support Quality Assurance Team Leadership
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