BPO Senior QA Analyst

Job Overview: Senior Associate Quality Specialist

Location: Fully Onsite (BGC, Taguig)

Primary Responsibilities

• Quality Auditing: Conduct regular call and transaction monitoring based on established quality standards.
• Performance Coaching: Deliver actionable feedback and coaching to agents to improve service levels.
• Root Cause Analysis (RCA): Investigate performance gaps and collaborate with Operations to implement corrective strategies.
• Knowledge Management: Identify skill gaps and partner with training teams to address them.
• Alignment & Consistency: Lead or participate in calibration sessions to ensure standardized evaluation across the board.
• Operational Proficiency: Maintain hands-on expertise by occasionally handling live transactions or calls.
• Compliance & Reporting: Audit processes for SOP adherence and present findings during team huddles.

Candidate Profile

• Education: Bachelor's degree in any discipline.
• Experience: 2 to 3 years of dedicated Quality Assurance (QA) experience within a BPO environment.
• Technical Skills: Strong analytical mindset with a sharp eye for detail.
• Soft Skills: Proven ability to work collaboratively across different departments and the flexibility to operate effectively in various environments.
• Logistics: Must be willing to work 100% onsite in BGC, Taguig.