BPO Senior Associate Quality Specialist (BGC Taguig) | Onsite

TASQ Staffing Solutions; Taguig; Vor Ort; PHP 334.800 - 502.200; Vollzeit

Zusammenfassung

A staffing solutions company is seeking a Senior Associate Quality Specialist to join their BGC Taguig team. The ideal candidate will execute transaction monitoring, provide coaching to agents, and perform process audits to ensure compliance with established standards. Candidates should have a Bachelor's degree and 2-3 years of experience in the BPO industry, particularly within quality assurance. This role requires strong analytical skills and the ability to work effectively both independently and collaboratively in an onsite environment.

Qualifikationen

• 2 to 3 years of experience in the BPO industry within the Quality tower/process.
• Prior QA experience is mandatory.
• Ability to work effectively in remote environments.

Aufgaben

• Execute transaction and call monitoring in line with the service quality plan.
• Provide coaching and feedback to agents.
• Perform process audits to ensure compliance with SOPs.

Kenntnisse

Analytical Ability

Collaboration

Attention to Detail

Ausbildung

Bachelor's Degree in any field

Jobbeschreibung

About the job: Senior Associate Quality Specialist (BGC Taguig) | Onsite

Key Responsibilities:

• Execute the transaction and call monitoring in line with the agreed service quality plan.


• Provide coaching and feedback to agents.


• Perform RCAs and report findings to Operations to develop actions for mitigation.


• Identify training needs and work collaboratively.


• Participate in calibration sessions to bring about consistency in evaluation.


• Process transactions/take calls to remain hands-on in the process domain.


• Perform process audits to ensure compliance with SOPs.


• Share audit outcomes during pre- and post-shift team huddles.

Key Requirements:

• Bachelor's degree graduate, any field.


• 2 to 3 years experience in the BPO industry within the Quality tower/process


• Prior QA experience is required


• Ability to work collaboratively and effectively in remote environments.


• Eye for details – Analytical Ability.


• Collaborative partnership with other teams to bring about synergies.


• Amenable to working full time ONSITE in BGC Taguig.