BPO Associate Quality Specialist

About the job: Associate Quality Specialist (Alabang) | Onsite

Work Setup: Onsite (Alabang)

Schedule: Shifting Schedules

Responsibilities:

• Execute the transaction and call monitoring in line with the agreed service quality plan.
• Provide coaching and feedback to agents.
• Perform RCAs and report findings to Operations to develop actions for mitigation.
• Identify training needs and work collaboratively.
• Participate in calibration sessions to bring about consistency in evaluation.
• Process transactions/take calls to remain hands-on in the process domain.
• Perform process audits to ensure compliance with SOPs.
• Share audit outcomes during pre- and post-shift team huddles.

Requirements:

• Bachelor's degree graduate, any field.
• 2 to 3 years of prior work experience.
• Ability to work collaboratively and effectively in remote environments.
• Eye for details and analytical ability.
• Collaborative partnership with other teams to bring about synergies.
• Amenable to work full ONSITE in Alabang and shifting schedules