BPO Senior QA Analyst (BGC Taguig)
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Summary
Senior QA analyst at a BPO, fully onsite in BGC, Taguig, who audits calls and transactions, coaches agents, performs root-cause analysis, leads calibration sessions, and ensures SOP compliance, occasionally handling live calls. Requires 2–3 years of BPO QA experience.
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.