Production Encoder (Cebu)

Buscojobs; Philippines; On-site; PHP 500,000 - 1,000,000; Full time

Job summary

A leading BPO service provider is looking for a Quality Assurance Specialist in the Philippines. The ideal candidate will have 2-3 years of experience in quality assurance within the BPO industry, with a focus on monitoring customer interactions across various channels. This full-time position offers a competitive salary between ₱500,000 - ₱1,000,000, alongside various benefits including health insurance and opportunities for promotion.

Benefits

Additional leave

Company Christmas gift

Health insurance

Life insurance

Opportunities for promotion

Promotion to permanent employee

Staff meals provided

Qualifications

• 2-3 years of experience in BPO Quality Assurance.
• Certifications in Facilitation Skills or Six Sigma are a plus.
• Experience monitoring interactions through various channels.

Responsibilities

• Design quality monitoring formats and standards.
• Track team and individual performance.
• Generate daily, weekly, and monthly reports.

Skills

Quality Assurance in BPO

Root Cause Analysis (RCA)

Effective Communication

Analytical Skills

Leadership

Tools

Microsoft Office

Quality Monitoring Systems

Job description

Job Description

The ideal candidate will have a strong background in quality assurance within the BPO industry and a passion for driving performance excellence across customer interaction channels.

Key Responsibilities

• Design and implement quality monitoring formats and standards for voice, chat, and email interactions.
• Utilize quality monitoring systems to compile and track team and individual performance.
• Participate in customer and client improvement programs to identify needs and expectations.
• Monitor interactions and provide performance trend data to site management.
• Identify and track poor performance interactions for improvement.
• Facilitate internal and client call calibration sessions.
• Provide feedback and coaching to team leaders and agents.
• Recommend corrective actions for critical and non-critical errors.
• Generate and analyze daily, weekly, and monthly performance reports.
• Prepare internal and external quality reports for management review.
• Perform other duties as assigned.

Qualifications

• 2–3 years of experience in BPO Quality Assurance.
• Certifications in Facilitation Skills, Quality Auditor, Quality Improvement, or Six Sigma are a plus.
• Experience monitoring voice, email, and chat interactions.
• Proficient in Root Cause Analysis (RCA).
• Strong computer skills, including Microsoft Office and database tools.
• Familiarity with quality tools, concepts, and methodologies.
• Knowledge of relevant regulatory requirements.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical and problem-solving abilities.
• Highly organized with effective time management skills.
• Leadership and team-building capabilities.
• Adaptability to change and shifting priorities.
• High attention to detail and sound judgment.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Ability to work flexible schedules, including weekends.
• Self-motivated and resourceful with minimal training required.
• Comfortable using various customer interaction channels (phone, email, chat, social media).
• Positive and bubbly personality.

Job Type: Full-time

• Additional leave
• Company Christmas gift
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee
• Staff meals provided

What We Offer

• Competitive salary range: ₱500,000 - ₱1,000,000
• Opportunity to work with a leading solar company