Job Title:

Job Description

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

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