BPO Senior Quality Assurance Analyst (BGC Taguig) | Onsite
Posted Updated
Summary
Senior quality assurance role in a BPO operation at BGC Taguig: the analyst monitors calls and transactions, coaches agents, runs root-cause analyses and process audits against SOPs, and joins calibration sessions. Requires 2–3 years of BPO quality experience and full-time onsite work.
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:
- 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.