BPO Quality Specialist: Elevate CX & Compliance

Foundever®; Philippines; On-site; PHP 335,000 - 536,000; Full time

Job summary

Foundever® is seeking a Quality Specialist to ensure top-tier service, accuracy and compliance in our contact center. You will monitor interactions, provide feedback, and work with managers to drive continuous improvement and achieve performance goals.

Your role includes calibration participation, trend reporting, and ensuring weekly targets are met while maintaining strong communication with the team.

Qualifications

• 1–2 years of customer service experience.
• Minimum 1 year of experience as Quality Analyst/Specialist.
• Previous experience in Quality and Call Monitoring preferred.
• Strong PC skills and proficiency in office software applications.
• Excellent verbal and written communication skills.
• Strong attendance record and ability to meet personal metric goals.
• Basic knowledge of MS Excel and ability to create simple reports.

Responsibilities

• Monitor inbound calls and non-voice interactions to ensure customer satisfaction.
• Review associates’ compliance with business rules and processes, and provide timely feedback.
• Evaluate sales outputs for quality and validity and report breaches.
• Complete quality monitoring forms with detailed performance feedback.
• Review customer satisfaction surveys, complaints, commendations, and escalations; track data for reporting.
• Provide insights and recommendations for quality improvements to managers.
• Report on associate and team performance trends weekly.
• Collaborate with managers to meet weekly and monthly targets.
• Participate in calibration sessions and quality alignment initiatives.
• Complete required phone time and perform other duties.

Job description

Foundever® is seeking a Quality Specialist to ensure top-tier service, accuracy and compliance in our contact center. You will monitor interactions, provide feedback, and work with managers to drive continuous improvement and achieve performance goals.

Your role includes calibration participation, trend reporting, and ensuring weekly targets are met while maintaining strong communication with the team.