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Call Center Quality Specialist

3 months ago

Taguig, Philippines TASQ Staffing Solutions Full time

TASQ Staffing Solutions is looking for a Quality Specialist (QA) for BPO Financial, Fraud, Collections Account in BGC, Taguig.Benefits on top of the salary:Quarterly performance bonus. Outstanding career development opportunities and fast track career progression. Enjoy a fair work-life balance. HMO and Life Insurance for employee and 2 dependents for free. 24 Leaves annually. Inside the Central Business District area. Use of Gym, pantry, karaoke room, sleeping quarters and other recreational facilities. Key Requirements: Bachelor's degree graduate, any field. 2-3 years of prior work experience. 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. 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 huddle