Customer Experience QA Specialist

ABS-CBN Corporation; Quezon City; On-site; PHP 223,000 - 469,000; Full time

Job summary

ABS-CBN Corporation in Metro Manila seeks a QA Associate to review and evaluate customer interactions across calls, emails, chat and social media to ensure service quality. You will monitor interactions, provide actionable feedback, and support performance improvements in a fast-paced contact center environment.

Qualifications include a college graduate with 1 year QA experience in a BPO, excellent communication skills, and strong attention to detail.

Qualifications

• College graduate with an understanding of QA practices in a BPO setting.
• 1 year QA experience in a BPO industry.
• Excellent oral and written communication skills.
• Attention to detail and ability to follow guidelines.
• Basic knowledge of customer service standards and quality monitoring.

Responsibilities

• Monitor and evaluate customer interactions based on established quality guidelines.
• Ensure agents follow proper procedures, communication standards, and customer handling practices.
• Provide timely, clear, and actionable feedback to agents to support performance improvement.
• Assist in coaching sessions or learning discussions when needed.
• Share observations and insights with Team Managers.
• Track and document quality scores and evaluation results.
• Help identify common errors, trends, or recurring customer concerns.
• Prepare simple reports or summaries for team review.
• Participate in calibration sessions to ensure alignment in scoring.
• Suggest practical improvements based on quality findings.

Skills

QA experience

Communication skills

Attention to detail

Customer service knowledge

Education

College Graduate

Job description

ABS-CBN Corporation in Metro Manila seeks a QA Associate to review and evaluate customer interactions across calls, emails, chat and social media to ensure service quality. You will monitor interactions, provide actionable feedback, and support performance improvements in a fast-paced contact center environment.

Qualifications include a college graduate with 1 year QA experience in a BPO, excellent communication skills, and strong attention to detail.