BPO Senior Quality Assurance Analyst (BGC Taguig) | Onsite

TASQ Staffing Solutions; Taguig; On-site; PHP 335,000 - 670,000; Full time

Benefits offered by this job

Onsite in BGC Taguig

Job summary

A leading staffing solutions company is seeking a Senior Associate Quality Specialist for its operations in BGC Taguig. The role involves monitoring transactions, providing coaching to agents, and conducting root cause analyses to enhance service quality. Candidates should possess a bachelor's degree and have 2-3 years of experience in the BPO industry with prior QA experience. This position requires a detail-oriented individual able to work collaboratively and onsite in Taguig.

Qualifications

• Bachelor's degree graduate in any field is required.
• 2 to 3 years of experience in the BPO industry, specifically within quality processes.
• Prior QA experience is necessary.
• Eye for details.

Responsibilities

• Execute transaction and call monitoring in alignment with the service quality plan.
• Provide coaching and feedback to agents to enhance performance.
• Perform root cause analyses and report findings to develop mitigation actions.
• Identify training needs and collaborate with teams to address them.
• Participate in calibration sessions to standardize evaluations.
• Conduct process audits ensuring compliance with SOPs.
• Perform process audits to ensure compliance with SOPs.
• Share audit outcomes during pre- and post-shift team huddles.

Skills

Analytical Ability

Collaboration

Coaching

Analytical ability

Cross-team collaboration

Education

Bachelor's degree

Job description

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

Key Responsibilities

• Execute 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.