Quality Assurance Specialist (10 headcount needed)

J-K Network Services; Pasay; 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 to monitor customer interactions and ensure compliance with quality standards. Candidates should have at least 1 year of BPO experience, preferably with FinTech accounts, and be willing to work onsite in Clark, Pampanga. Competitive salary and benefits included.

Qualifications

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

Responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards.
• Conduct regular quality audits and document findings.
• Provide feedback and coaching insights to agents.
• Prepare and analyze quality reports to identify trends.
• Collaborate with Operations and Training teams for performance enhancement.
• Participate in calibration sessions for scoring consistency.
• Ensure compliance with company policies and client guidelines.
• Recommend process enhancements for better customer experience.

Skills

Quality Assurance

Compliance Monitoring

Feedback and Coaching

Data Analysis

Education

Open to Undergraduates

Job description

Company Profile

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 Specialist (10 headcount needed)

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)
• Final Interview
• Job Offer