Senior Agent with QA Background - Pest Control Account

UpraisIT; Metro Manila; On-site; PHP 284,000 - 341,000; Full time

Job summary

UpraisIT is looking for an experienced Senior Agent to join our customer service operations in Ortigas, Pasig City. This dual-role position blends quality assurance with team leadership, focusing on monitoring call quality and guiding team members on day-to-day tasks.

Ideal candidates will have hands-on QA monitoring, coaching, and strong communication skills, with the ability to balance individual performance with team objectives.

Qualifications

• 2–3 years in BPO or call center operations.
• At least 1 year of experience in QA or supervisory role.
• Strong call monitoring and quality evaluation experience.
• Excellent verbal and written communication skills.
• Willingness to work onsite and follow shift schedule.

Responsibilities

• Handle customer calls while performing QA and team support.
• Monitor and evaluate calls based on quality standards.
• Provide feedback, coaching, and recommendations to team members.
• Track performance, attendance, and productivity.
• Prepare QA reports and scorecards.

Skills

QA monitoring

Team leadership

Call center operations

Coaching & mentoring

Performance metrics

Customer service excellence

Tools

CRM software

Reporting tools

Microsoft Office

Job description

Location: Ortigas, Pasig City
Salary: 28,000 PHP / month
Schedule: Monday to Saturday / Dayshift / Onsite
Employment Type: Full-Time
Department: Customer Service / Operations

ROLE OVERVIEW

UpraisIT is looking for an experienced Senior Agent who will be responsible for monitoring call quality while providing day-to-day support and guidance to team members. This is a dual-role position that combines quality assurance responsibilities with team handling and customer service operations.

The ideal candidate has strong experience in call quality monitoring, coaching, customer service, and team coordination, with the ability to balance individual performance and team responsibilities.

DUTIES & RESPONSIBILITIES

• Handle customer calls while performing QA and team support responsibilities
• Monitor and evaluate customer calls based on established quality standards
• Conduct regular call audits and quality assessments
• Provide timely feedback, coaching, and recommendations to team members
• Identify performance and quality gaps and recommend corrective actions
• Track team performance, quality scores, attendance, and productivity
• Assist team members with customer concerns, escalations, and process-related questions
• Conduct coaching sessions and provide guidance to improve team performance
• Prepare and submit QA reports, scorecards, and performance updates
• Ensure team members follow company policies, procedures, and account requirements
• Coordinate with Operations and Management regarding recurring quality and performance issues
• Support team activities, meetings, training, and process improvement initiatives
• Meet individual call handling and quality targets while supporting overall team performance

JOB REQUIREMENTS

• At least 2-3 years of experience in BPO, customer service, or call center operations
• Minimum of 1 year of experience in Quality Assurance, Team Lead, or supervisory role
• Strong experience in call monitoring and quality evaluation
• Excellent verbal and written communication skills
• Strong coaching, mentoring, and interpersonal skills
• Ability to handle customer calls and team responsibilities simultaneously
• Strong analytical and problem-solving skills
• Good knowledge of customer service quality standards and KPIs
• Proficient in Microsoft Office and basic reporting tools
• Ability to handle escalations and provide appropriate resolutions
• Willingness to work onsite and follow the required shift schedule

PREFERRED QUALIFICATIONS

• Experience handling a local account
• Experience in a pest control, home services, appointment-setting, or field services account
• Previous experience as a QA Specialist, Senior QA, Team Lead, or QA/Operations hybrid
• Experience creating QA scorecards and performance reports
• Familiarity with CRM, call monitoring, and workforce management tools
• Experience conducting coaching, calibration, and performance improvement sessions

WHY CHOOSE US?

• Opportunity to take on a dual QA and team-handling role
• Develop leadership, coaching, and quality management skills
• Gain hands‑on experience in customer service operations and performance management
• Opportunity to directly contribute to team performance and customer satisfaction
• Work in a collaborative environment with opportunities for professional growth