QA Associate - Onsite

ABS-CBN Corporation; Quezon City; On-site; PHP 257,000 - 424,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Quality evaluation

Communication skills

Attention to detail

Coaching support

Education

College Graduate

Job description

About the role

The Onsite QA Associate is responsible for reviewing and evaluating customer interactions across various channels such as calls, emails, and chat or social media. The role ensures that frontline agents deliver consistent, high-quality customer service in line with company standards and policies.

Key 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

Requirements:

• College Graduate

• 1 year QA experience in a BPO industry

• Excellent in both oral and written communication skills

• Attention to detail and ability to follow guidelines

• Basic knowledge of customer service standards and quality monitoring