Onsite Quality Specialist, BPO & Process Excellence (Alabang)

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 279,000 - 390,600; Full time

Job summary

A staffing solutions company located in the Philippines seeks a BPO Associate Quality Specialist for their Alabang site. The role involves executing transaction and call monitoring, providing coaching and feedback to agents, and conducting audits to ensure compliance with SOPs. Candidates must have a Bachelor's degree and 2 to 3 years of relevant experience. This position requires full onsite presence in Alabang and offers a dynamic work schedule.

Qualifications

• Bachelor's degree graduate in any field.
• 2 to 3 years of prior work experience in a similar role.
• Ability to work effectively in remote environments.

Responsibilities

• Monitor transactions and calls to ensure service quality.
• Provide coaching and feedback to agents.
• Conduct process audits for compliance.

Skills

Ability to work collaboratively

Effective communication

Coaching and feedback skills

Education

Bachelor's degree

Job description

BPO Associate Quality Specialist (Alabang) - Onsite

Job Openings BPO Associate Quality Specialist (Alabang) - Onsite

About the job BPO Associate Quality Specialist (Alabang) - Onsite

About the job Associate Quality Specialist (Alabang) | Onsite

Responsibilities:

• Execute Transaction and call monitoring in line with 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 process domain.
• Perform process audits to ensure compliance to SOPs.
• Share audit outcomes during pre and post shift team huddles.

Requirements:

• Bachelor's degree graduate, any field.
• 2 to 3 years of prior work experience.
• Ability to work collaboratively and effectively in remote environments.
• Collaborative partnership with other teams to bring about synergies.
• Amenable to work full ONSITE in Alabang and shifting schedules