Senior Associate Quality Specialist (BGC Taguig) | Onsite
Key Responsibilities:
- Execute Transaction and call monitoring in line with 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 process domain.
- Perform process audits to ensure compliance to SOPs.
- Share audit outcomes during pre and post shift team huddles.
Key Requirements:
- Bachelor's degree graduate, any field.
- At least 2 years of experience in the BPO industry at a QA/Quality Assurance Specialist capacity
- 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 work full ONSITE in BGC Taguig.
As published by workable
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter, How did you know about this position?, How many months of BPO experience do you have?, Please indicate the exact number of BPO experience you have in months (i.e. 36). If not applicable, indicate 1., Based on your prior BPO experience, please select ALL lines of businesses that you've already supported below. For those without experience, please select N/A., What is your highest educational attainment?, What course/s did you take up in college and/or in TESDA? List down all that applies (i.e. BS Accountancy, Manufacturing). If you did not reach college or take a TESDA course, kindly indicate N/A., Which location are you residing in? (City of Residence), Which location do you prefer working in?, When is the soonest you are available to start working?, How much was your last monthly compensation package (in PESO)? (i.e. 16000), How much is your expected salary (in PESO)? (i.e. 18000), What time between Mondays to Fridays, 9am to 5pm, are you available for a phone call?