Senior Associate Quality Specialist (BGC Taguig) | Onsite

TASQ Staffing Solutions; Taguig; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading staffing agency in Taguig is seeking a Quality Assurance Specialist to manage transactions and call monitoring, ensure service quality, and provide coaching to agents. Candidates should have a bachelor's degree and 2-3 years of experience in the BPO industry, particularly in quality assurance. Strong analytical abilities and collaborative skills are essential. This position requires working full onsite in BGC Taguig.

Qualifications

• 2 to 3 years of experience in the BPO industry within the Quality tower/process.
• Prior QA experience is essential.
• Ability to work in remote environments.

Responsibilities

• Execute transaction and call monitoring in line with service quality plan.
• Provide coaching and feedback to agents.
• Perform RCAs and report findings.
• Identify training needs and work collaboratively.
• Participate in calibration sessions.
• Process transactions/take calls.
• Perform process audits for compliance.
• Share audit outcomes in team huddles.

Skills

Coaching and feedback

Analytical ability

Collaborative teamwork

Quality assurance knowledge

Education

Bachelor's degree

Job description

Key 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.
• IdentifyTraining 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.

Key Requirements

• Bachelor's degree graduate, any field.
• 2 to 3 years experience in the BPO industry within the Quality tower/process
• Prior QA experience is required
• Ability to work collaboratively and effectively in remote environments.
• Eye for details – Analytical Ability.
• Collaborative partnership with other teams to bring about synergies.
• Amenable to work full onsite in BGC Taguig.