Support Quality Assurance Specialist (QA)

As a Support Quality Assurance Specialist, you will perform customer service quality audits, monitor call interactions (calls, emails, and chat), and analyze support data to identify trends and improvement opportunities. You will play a key role in enhancing customer experience (CX), agent performance, and overall support quality at Snappr. Your impact on elevating the performance of our operations team will be the lifeblood that powers Snappr’s explosive growth and enables our consumers and enterprise clients to access on-demand photography worldwide.

Responsibilities

Monitor communications across email, phone, chat, and any other future support channels to identify areas for improvement; Provide quality intelligence to help managers optimize support logic; Provide insights to the training team to bridge the knowledge gap; Report on weekly quality metrics; Identify root causes and improvement opportunities in training, process, and policies; Lead and facilitate process improvement initiatives using Lean Six Sigma or similar methodologies to reduce inefficiencies and improve key performance indicators (KPIs); Hustle - take ownership of Snappr's growth and do whatever it takes to get the job done

Requirements

2+ years of experience as a Quality Analyst / QA Specialist in a customer service environment; Strong skills in data analysis and reporting (Excel/Google Sheets); Knowledge of support quality metrics, CSAT, and QA audits; Lean Six Sigma Certification (Yellow Belt+) or Kaizen Certification; A "let's get it done" mindset; The ability to balance attention to detail with swift execution - we need to do things quickly, and we need to do them well; Should be willing to report 100% onsite in Ortigas.

Nice to have

Familiarity with Looker Studio; Basic prompting skills or interest in AI-assisted QA tools

Benefits

Competetive salary; Transportation allowance provided; 20% night differential (if applicable); Health insurance (Day 1 HMO w/ dependents); Free daily meals; Paid Time Off; Company equity