Quality Assurance & Coaching Specialist - Onsite Alabang

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 335,000 - 469,000; Full time

Job summary

TASQ Staffing Solutions in Alabang is seeking an Associate Quality Specialist to monitor calls and transactions onsite, provide coaching to agents, and drive quality improvements. The role requires collaboration with multiple teams and participation in calibration and audits to ensure SOP compliance.

The incumbent will identify training needs, perform RCAs, and share outcomes during shift huddles, contributing to consistent evaluation across the contact center.

Qualifications

• Bachelor's degree in any field.
• 2–3 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.

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.

Skills

Collaboration

Coaching skills

Quality monitoring

Root cause analysis

Communication of findings

Education

Bachelor's degree

Job description

TASQ Staffing Solutions in Alabang is seeking an Associate Quality Specialist to monitor calls and transactions onsite, provide coaching to agents, and drive quality improvements. The role requires collaboration with multiple teams and participation in calibration and audits to ensure SOP compliance.

The incumbent will identify training needs, perform RCAs, and share outcomes during shift huddles, contributing to consistent evaluation across the contact center.