Key Responsibilities
- Quality Assurance : Conduct regular audits of sales calls, chats, and emails to ensure compliance with Weave’s quality standards, scripts, and best practices
- Feedback & Coaching : Deliver clear, constructive feedback to agents based on audit findings to drive performance improvement
- Training Delivery : Design and facilitate training sessions for new and existing agents as needed, including onboarding, refresher courses, and skill-specific workshops
- Performance Reporting : Track, document, and report QA trends, training outcomes, and areas of opportunity to leadership
- Process Improvement : Identify gaps in agent performance or processes and recommend actionable solutions to improve customer experience and sales effectiveness
What We’re Looking For
- Proven experience in quality assurance, call monitoring, or auditing within a sales or customer service environment
- Demonstrated training or coaching experience — able to teach, mentor, and motivate adult learners
- Strong analytical skills with high attention to detail
- Excellent written and verbal communication skills
- Ability to deliver feedback professionally and help others grow
Role Expectations
- This is not a client-facing role — you’ll work internally with agents and leadership
- Primary focus is QA audits ; training duties are assigned based on team needs and engagement levels
- Ideal candidates have experience in both QA and training , but strong QA candidates with a passion for coaching will also be considered
Work Location: Makati, Ayala North Exchange
Work Setup: Hybrid