Senior Quality Specialist: Coaching, Audits & Process Improvement

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

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.