QA Specialist – FinTech & CX Excellence (Onsite)

J-K Network Services; Pampanga; On-site; PHP 355,446 - 425,754; Full time

Benefits offered by this job

Government-mandated benefits

13th Month Pay

HMO coverage

Vacation Leave Credits

Sick Leave Credits

Job summary

A well-established IT and Engineering firm is seeking a Quality Assurance Specialist in Clark, Pampanga. The ideal candidate will have at least 1 year of experience in a BPO setting, preferably with FinTech accounts. Responsibilities include monitoring customer interactions, conducting quality audits, and providing coaching to enhance agent performance. The role requires onsite work and offers competitive salary and benefits.

Qualifications

• At least 1 year of Quality Assurance experience in a BPO setting is required.
• Experience in handling FinTech accounts is an advantage.
• Willingness to work onsite in Clark, Pampanga.

Responsibilities

• Monitor and evaluate customer interactions for compliance with quality standards.
• Conduct quality audits and document findings.
• Provide feedback and coaching insights to agents.
• Prepare and analyze quality reports for trends and improvements.
• Enhance agent performance through collaboration with teams.
• Participate in calibration sessions for scoring consistency.
• Ensure compliance with company policies and regulations.
• Recommend enhancements for customer experience.

Skills

Quality Assurance

Customer Interaction Evaluation

Feedback and Coaching

Education

Undergraduate or equivalent

Job description

A well-established IT and Engineering firm is seeking a Quality Assurance Specialist in Clark, Pampanga. The ideal candidate will have at least 1 year of experience in a BPO setting, preferably with FinTech accounts. Responsibilities include monitoring customer interactions, conducting quality audits, and providing coaching to enhance agent performance. The role requires onsite work and offers competitive salary and benefits.