BPO Quality Specialist - G1 Makati Site (Day Shift)

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

About the Role

We are looking for a Quality Specialist to ensure that our Contact Center delivers the highest level of service, accuracy, and compliance. In this role, you will monitor and evaluate customer interactions, provide constructive feedback, and work closely with managers to drive continuous improvement and achieve performance goals.

Key Responsibilities

• Monitor inbound calls and/or non-voice interactions to ensure customer satisfaction and first-call resolution.
• Review associates’ compliance with business rules and processes, providing timely feedback for improvement.
• Evaluate sales outputs for quality and validity, reporting any breaches identified.
• Complete quality monitoring forms with detailed performance feedback and maintain accurate database records.
• Review customer satisfaction surveys, complaints, commendations, and escalations; track and analyze data for reporting.
• Provide insights and recommendations for quality improvements to managers and supervisors.
• Report on associate and team performance trends, including calibration score tracking, on a weekly basis.
• Collaborate with managers/supervisors to ensure weekly and monthly targets are met.
• Participate in calibration sessions and quality alignment initiatives.
• Complete required phone time and perform other assigned duties.

Qualifications:

• 1–2 years of customer service experience.
• Minimum1 year of experience as Quality Analyst/Specialist.
• Previous experience in Quality and Call Monitoring preferred.
• Proficient in reporting and presenting detractor trends to identify root causes and improve performance.
• Strong PC skills and proficiency in office software applications.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Basic facilitation, research, and problem-solving skills (preferred but not required).
• Strong attendance record and ability to meet personal metric goals.Basic knowledge of MS Excel and ability to create simple reports.
• Ability to work onsite Glorietta 1 - Makati (Day Shift)

Equal Opportunity Employer

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.