Quality Assurance / CSR (Pampanga)

J-K Network Services; Pampanga; On-site; PHP 355,000 - 426,000; Full time

Benefits offered by this job

Government-mandated benefits

13th Month Pay

HMO coverage

Vacation Leave Credits

Sick Leave Credits

Job summary

J-K Network Services seeks a Quality Assurance / CSR for Pampanga, onsite at Clark. You will monitor customer interactions, perform QA audits, and generate routine quality reports to identify improvement opportunities.

The role requires at least 1 year of QA experience in a BPO, open to undergraduates, and FinTech account exposure is a plus. Onsite work in Clark, Pampanga is required with standard benefits.

Qualifications

• 1 year of Quality Assurance experience in a BPO setting.
• FinTech account experience is an advantage.
• Willing to work onsite in Clark, Pampanga.

Responsibilities

• Monitor and evaluate customer interactions (calls, chats, or emails) for QA standards.
• Conduct regular quality audits and document findings accurately.
• Prepare and analyze daily, weekly, and monthly quality reports.
• Collaborate with Operations and Training to improve agent performance.
• Participate in calibration sessions to maintain scoring consistency.
• Ensure compliance with company policies and client guidelines.
• Recommend process improvements to enhance customer experience.

Skills

Quality Assurance

Education

Open to Undergraduates

Job description

Job Description

A well-established IT and Engineering firm with over 40 years of industry experience, delivering comprehensive end-to-end solutions across multiple sectors — including Finance and Healthcare.

POSITION: Quality Assurance / CSR (Pampanga)

Salary Offer: Php 35,000

Work Schedule: Shifting Schedule

Work Setup: Onsite

Benefits

• Government-mandated benefits
• 13th Month Pay
• HMO coverage
• Vacation Leave Credits
• Sick Leave Credits

Job Responsibilities

• Monitor and evaluate customer interactions (calls, chats, or emails) to ensure compliance with quality standards and client expectations.
• Conduct regular quality audits and document findings accurately.
• Prepare and analyze daily, weekly, and monthly quality reports to identify trends and opportunities for improvement.
• Collaborate with Operations and Training teams to enhance agent performance and process efficiency.
• Participate in calibration sessions to maintain scoring consistency and fairness.
• Ensure full compliance with company policies, client guidelines, and industry regulations.
• Recommend process or policy enhancements to improve customer experience and service quality.

Job Requirements

• Open to Undergraduates
• At least 1 year of Quality Assurance experience in a BPO setting (required)
• Experience handling FinTech accounts is an advantage
• Willing to work onsite in Clark, Pampanga

Recruitment Process

• Initial Interview (Online or Face-to-Face)
• Final Interview
• Job Offer