QA Specialist & Trainer - Customer Service (Clark, Office-based)

About HK 24-BPO

HK 24-BPO is a fast-growing customer service outsourcing company serving cross-border e-commerce brands. We partner with Amazon and Shopify sellers across smart electronics, smart home, wearables, and audio product categories. Backed by our proprietary AI + human customer service system, we deliver reliable, high-quality support to customers around the world. We are now expanding our team and looking for a QA Specialist & Trainer to join us in Clark.

About the Job

We are hiring an office-based QA & Trainer in Clark, Pampanga (Angeles City area). This is not a remote position — you will own the quality of our customer service team and the development of our people: auditing conversations, coaching agents, and running training programs for new hires and tenured staff.

What You'll Do:

• Quality Assurance: review and score customer service conversations (email , chat, and calls) against QA rubrics; deliver regular QA reports and calibration sessions
• Coaching: provide one-on-one and team coaching based on QA findings; track agent improvement plans
• Training: design and deliver onboarding and product training for new customer service representatives (camera products, support tools, SOPs)
• Documentation: build and maintain training materials, knowledge base articles, and standard operating procedures
• Work with the management team in China to align quality standards and training priorities
• Support performance reviews and identify top performers for career growth

What You Bring:

• 2+ years of experience in QA, training, or senior agent roles within a BPO or customer service environment
• Experience with security cameras / smart home / consumer electronics products is a strong plus
• Excellent communication and presentation skills in English, both written and verbal
• Strong analytical skills — able to turn QA data into actionable coaching plans
• Highly organized, self-driven, and comfortable working independently in a fast-paced environment
• Based in or willing to relocate to Clark / Angeles City, Pampanga

What We Offer:

• Competitive salary: ₱27,000 – ₱35,000 per month
• Office-based position in Clark (Angeles City) — stable, professional work environment
• A key leadership-track role — shape the QA and training system from the ground up
• Be part of a tech-driven company that combines AI with human expertise
• Clear career growth path as the team scales

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Location: Clark, Pampanga (Angeles City) — Office-based
Language Requirements: English
Time Type: Full time