BPO Senior Associate Quality Specialist

About the job: Senior Associate Quality Specialist (BGC Taguig) | Onsite

Key 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.

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 working full time ONSITE in BGC Taguig.