Quality Assurance (Pampanga)

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 QA Specialist to monitor customer interactions and ensure compliance with quality standards. The ideal candidate should have at least 1 year of experience in Quality Assurance within a BPO setting. This is an onsite position in Clark, Pampanga, offering government-mandated benefits and additional perks like HMO coverage and vacation leave credits.

Qualifications

• At least 1 year of Quality Assurance experience in a BPO setting is required.
• Experience handling FinTech accounts is an advantage.

Responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards.
• Conduct regular quality audits and document findings accurately.
• Provide detailed feedback and coaching insights to agents and team leaders.
• Prepare and analyze quality reports to identify trends and opportunities for improvement.
• Collaborate with Operations and Training teams to enhance agent performance.
• Participate in calibration sessions to maintain scoring consistency.
• Ensure full compliance with company policies and industry regulations.
• Recommend process enhancements to improve customer experience.

Skills

Quality Assurance

Communication Skills

Analytical Skills

Education

Undergraduate

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: QA Specialist

Industry: BPO

Location: Clark, 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.
• Provide detailed feedback and coaching insights to agents and team leaders.
• 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
• Can start immediately

RECRUITMENT PROCESS:

• Initial Interview (Online or Face-to-Face) LOOK FOR MS. JAI
• Final Interview
• Job Offer