Senior QA Analyst - Onsite BPO Quality Coach

TASQ Staffing Solutions; Taguig; Vor Ort; PHP 334.800 - 558.000; Vollzeit

Zusammenfassung

A staffing solutions company is looking for a Senior Associate Quality Specialist in Taguig. The role involves quality auditing, performance coaching, and root cause analysis. Candidates should have a Bachelor's degree and 2-3 years of QA experience in a BPO environment. Strong analytical skills and detail orientation are required, along with the ability to collaborate effectively across teams. This position requires full-time onsite work in BGC, Taguig.

Qualifikationen

• 2 to 3 years of dedicated Quality Assurance (QA) experience within a BPO environment.
• Strong analytical mindset with a sharp eye for detail.
• Proven ability to work collaboratively across departments.

Aufgaben

• Conduct regular call and transaction monitoring based on established quality standards.
• Deliver actionable feedback and coaching to agents to improve service levels.
• Investigate performance gaps and collaborate with Operations to implement corrective strategies.
• Identify skill gaps and partner with training teams to address them.
• Lead or participate in calibration sessions to ensure standardized evaluation.
• Maintain hands-on expertise by occasionally handling live transactions or calls.
• Audit processes for SOP adherence and present findings.

Kenntnisse

Analytical mindset

Attention to detail

Collaboration

Flexibility

Ausbildung

Bachelor's degree in any discipline

Jobbeschreibung

A staffing solutions company is looking for a Senior Associate Quality Specialist in Taguig. The role involves quality auditing, performance coaching, and root cause analysis. Candidates should have a Bachelor's degree and 2-3 years of QA experience in a BPO environment. Strong analytical skills and detail orientation are required, along with the ability to collaborate effectively across teams. This position requires full-time onsite work in BGC, Taguig.