BPO Senior Quality Assurance Analyst

Taguig - Philippines

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

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

Key Responsibilities:

Execute 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:

Bachelors 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 detailsAnalytical Ability.
Collaborative partnership with other teams to bring about synergies.
Amenable to working full time ONSITE in BGC Taguig.

About the job: Senior Associate Quality Specialist (BGC Taguig) Onsite Key Responsibilities: Execute 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....