Location

This position will be based remotely in the Philippines.

Reporting

This position will report to the Senior Manager, Customer Success.

Summary of Role

The Quality Assurance (QA) Specialist plays a critical role in ensuring every customer interaction reflects Palmetto’s brand, values, and operational standards. This role is not about policing agents, it is about driving consistency, clarity, and continuous improvement across customer-facing teams.

QA Specialists evaluate customer interactions across multiple channels (calls, emails, chats), identify trends and opportunities, and partner closely with supervisors and leadership to improve agent performance, customer satisfaction, and operational outcomes.

QA protects both the customer experience and the business by ensuring accuracy, compliance, and accountability at every touchpoint.

Strategic & Tactical

• Audit & Evaluation
  • Conduct regular quality audits of customer interactions (calls, emails, chats).
  • Score interactions using established QA scorecards and SOPs.
  • Ensure compliance with internal processes and regulatory requirements.
  • Identify critical errors, knowledge gaps, and behavioral trends.
• Feedback & Coaching Support
  • Deliver clear, actionable, and prioritized feedback to supervisors using structured QA tools.
  • Categorize findings by severity (high, medium, low) to support timely action.
  • Partner with supervisors to ensure feedback is understood and coached effectively.
  • Support re-score requests with fair, evidence-based reviews.
• Continuous Improvement
  • Identify recurring issues and systemic gaps impacting customer experience.
  • Provide insights that inform training, SOP updates, and process improvements.
  • Participate in calibration sessions to maintain scoring consistency.
  • Contribute ideas that improve agent workflows, efficiency, and quality outcomes.
• Data & Reporting
  • Maintain accurate QA documentation and audit records.
  • Track trends in agent performance, common misses, and improvement areas.
  • Support leadership with insights into team health and readiness.
  • Ensure QA data is accessible, transparent, and actionable.
• Partnership & Culture
  • Act as a collaborative partner to Operations, Training, and Leadership.
  • Reinforce a culture of accountability, ownership, and growth.
  • Advocate for the customer while supporting agent development.
  • Model professionalism, fairness, and empathy in all QA interactions.

Qualifications

• 2+ years of experience in Quality Assurance, Customer Experience, or related roles
• Strong understanding of customer service best practices
• Experience auditing customer interactions across multiple channels
• Ability to interpret SOPs and apply them consistently
• Excellent written and verbal communication skills
• Strong attention to detail and critical thinking skills
• Excellent written and verbal communication skills in both English and Spanish, with the ability to deliver constructive feedback clearly (required)
• Preferred Qualifications
  • Familiarity with QA scorecards, audit workflows, and calibration processes
  • Experience working with CRM platforms (e.g., Salesforce)
  • Data-driven mindset with the ability to translate findings into insights
  • Comfort collaborating with cross-functional teams