Senior QA Specialist - Onsite, BGC Taguig

TASQ Staffing Solutions; Taguig; On-site; PHP 335,000 - 670,000; Full time

Job summary

A leading staffing solutions company is seeking a Senior Associate Quality Specialist for its operations in BGC Taguig. The role involves monitoring transactions, providing coaching to agents, and conducting root cause analyses to enhance service quality. Candidates should possess a bachelor's degree and have 2-3 years of experience in the BPO industry with prior QA experience. This position requires a detail-oriented individual able to work collaboratively and onsite in Taguig.

Qualifications

• Bachelor's degree graduate in any field is required.
• 2 to 3 years of experience in the BPO industry, specifically within quality processes.
• Prior QA experience is necessary.

Responsibilities

• Execute transaction and call monitoring in alignment with the service quality plan.
• Provide coaching and feedback to agents to enhance performance.
• Perform root cause analyses and report findings to develop mitigation actions.
• Identify training needs and collaborate with teams to address them.
• Participate in calibration sessions to standardize evaluations.
• Conduct process audits ensuring compliance with SOPs.

Skills

Analytical Ability

Collaboration

Coaching

Education

Bachelor's degree

Job description

A leading staffing solutions company is seeking a Senior Associate Quality Specialist for its operations in BGC Taguig. The role involves monitoring transactions, providing coaching to agents, and conducting root cause analyses to enhance service quality. Candidates should possess a bachelor's degree and have 2-3 years of experience in the BPO industry with prior QA experience. This position requires a detail-oriented individual able to work collaboratively and onsite in Taguig.