BPO Senior QA Analyst (BGC Taguig)

TASQ Staffing Solutions; Taguig; On-site; PHP 334,800 - 558,000; Full time

Job summary

A staffing solutions company is looking for a Senior Associate Quality Specialist in Taguig. The role involves quality auditing, performance coaching, and root cause analysis. Candidates should have a Bachelor's degree and 2-3 years of QA experience in a BPO environment. Strong analytical skills and detail orientation are required, along with the ability to collaborate effectively across teams. This position requires full-time onsite work in BGC, Taguig.

Qualifications

• 2 to 3 years of dedicated Quality Assurance (QA) experience within a BPO environment.
• Strong analytical mindset with a sharp eye for detail.
• Proven ability to work collaboratively across departments.

Responsibilities

• Conduct regular call and transaction monitoring based on established quality standards.
• Deliver actionable feedback and coaching to agents to improve service levels.
• Investigate performance gaps and collaborate with Operations to implement corrective strategies.
• Identify skill gaps and partner with training teams to address them.
• Lead or participate in calibration sessions to ensure standardized evaluation.
• Maintain hands-on expertise by occasionally handling live transactions or calls.
• Audit processes for SOP adherence and present findings.

Skills

Analytical mindset

Attention to detail

Collaboration

Flexibility

Education

Bachelor's degree in any discipline

Job description

About the job BPO Senior QA Analyst (BGC Taguig)

Job Overview: Senior Associate Quality Specialist

Location: Fully Onsite (BGC, Taguig)

Primary Responsibilities

• Quality Auditing: Conduct regular call and transaction monitoring based on established quality standards.
• Performance Coaching: Deliver actionable feedback and coaching to agents to improve service levels.
• Root Cause Analysis (RCA): Investigate performance gaps and collaborate with Operations to implement corrective strategies.
• Knowledge Management: Identify skill gaps and partner with training teams to address them.
• Alignment & Consistency: Lead or participate in calibration sessions to ensure standardized evaluation across the board.
• Operational Proficiency: Maintain hands‑on expertise by occasionally handling live transactions or calls.
• Compliance & Reporting: Audit processes for SOP adherence and present findings during team huddles.

Candidate Profile

• Education: Bachelor's degree in any discipline.
• Experience: 2 to 3 years of dedicated Quality Assurance (QA) experience within a BPO environment.
• Technical Skills: Strong analytical mindset with a sharp eye for detail.
• Soft Skills: Proven ability to work collaboratively across different departments and the flexibility to operate effectively in various environments.
• Logistics: Must be willing to work 100% onsite in BGC, Taguig.