Support Quality Assurance Specialist (QA)

Job description

At Snappr, we make it effortless for businesses to access high-quality visual content at scale. As the world’s leading marketplace for photography, video, and editing, we connect top creators with brands that need to tell their stories through powerful visuals. By combining cutting-edge technology with a discerning eye for creativity, we help businesses grow through content that stands out. Our culture is built on extreme ownership and peak performance. We are **customer-obsessed, data-informed problem solvers** who thrive on **radical candor**, embrace challenges by **loving the dirt**, and **refuse mediocrity**. We believe in accountability, **humor**, and diversity — and we’re united by a mission to help businesses tell better visual stories. **About the team:** Snappr is the world’s largest on-demand marketplace for visual content. Our teams are entrepreneurial, collaborative, and impact-driven — solving complex customer challenges at a global scale. Every project you take on will contribute to how businesses tell their stories visually, helping us set the standard for visual content worldwide. **About the role:** 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. ### What you’ll do - 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 ### What you’ll need: - 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. ### Job 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 ### Nice to have: - Familiarity with Looker Studio - Basic prompting skills or interest in AI-assisted QA tools