Quality Assurance Specialist

2 days ago

Angeles, Philippines J-K Network Services Full time

Client Company: A well-established IT and Engineering firm with a 40-year history, delivering comprehensive end-to-end solutions across multiple sectors, including finance and healthcare.

Position: Quality Assurance Specialist
Industry: BPO
Location: Clark Pampanga
Postal: 2023
Salary Offer: Php35,000
Work Schedule: Shifting Schedule
Work Set Up: Work-Onsite

Benefits:
✨Government mandated benefits
✨13th Month Pay
✨HMO
✨Vacation Leave Credits
✨Sick Leave Credits

Job Responsibilities:
✨ Monitor and evaluate customer interactions (calls, chats, or emails) to ensure adherence to quality standards and client requirements.
✨Conduct regular quality audits and document findings accurately.
✨Provide detailed feedback and coaching recommendations to agents and team leaders.
✨Prepare and analyze daily, weekly, and monthly quality reports to identify trends and areas for improvement.
✨Collaborate with Operations and Training teams to enhance agent performance and process efficiency.
✨Participate in calibration sessions to maintain scoring consistency and fairness.
✨Ensure compliance with organizational policies, client guidelines, and regulatory requirements.
✨Recommend process or policy changes to improve customer experience and operational quality.

Job Requirements:
✨Open for Undergraduates
✨With at least 1 year experience in Quality Assurance in a BPO company is an advantage
✨With experience in Fintech account is a plus
✨Amenable to work onsite
✨Can start as soon as possible

Recruitment process: Online and Face to face
✨Initial interview
✨Final interview
✨Job offer

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