CallCenterNinjaKey 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