CX Quality Assurance Associate

ABS-CBN Corporation; Quezon City; Sur place; PHP 257 000 - 424 000; Plein temps

Résumé du poste

ABS-CBN Corporation seeks an Onsite QA Associate to review and evaluate customer interactions across calls, emails, chat and social media, ensuring alignment with quality standards and policies.

You will monitor interactions, provide timely feedback, assist coaching sessions, document scores, and participate in calibration to drive consistent, high-quality service for front-line agents. This role supports performance improvement and practical quality enhancements.

Qualifications

• Review and evaluate customer interactions based on quality guidelines.
• Provide clear, actionable feedback to agents to support performance improvement.
• Assist in coaching sessions and learning discussions when needed.

Responsabilités

• Monitor and evaluate customer interactions across channels.
• Ensure agents follow procedures and communication standards.
• Provide timely feedback to support performance improvement.
• Assist in coaching sessions or learning discussions when needed.
• Share observations with Team Managers.
• Track and document quality scores and evaluation results.
• 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.

Connaissances

Quality evaluation

Communication skills

Attention to detail

Coaching support

Formation

College Graduate

Description du poste

ABS-CBN Corporation seeks an Onsite QA Associate to review and evaluate customer interactions across calls, emails, chat and social media, ensuring alignment with quality standards and policies.

You will monitor interactions, provide timely feedback, assist coaching sessions, document scores, and participate in calibration to drive consistent, high-quality service for front-line agents. This role supports performance improvement and practical quality enhancements.