Quality Assurance

3 days ago

Clark Freeport, Philippines J-K Network Services Full time

A well-established IT and Engineering firm with over 40 years of industry experience, delivering comprehensive end-to-end solutions across multiple sectors — including Finance and Healthcare.

POSITION: Quality Assurance / CSR (Pampanga)
Industry: BPO
Location: Clark, Pampanga
Salary Offer: Php 35,000
Work Schedule: Shifting Schedule
Work Setup: Onsite

BENEFITS:
Government-mandated benefits
13th Month Pay
HMO coverage
Vacation Leave Credits
Sick Leave Credits

JOB RESPONSIBILITIES:
Monitor and evaluate customer interactions (calls, chats, or emails) to ensure compliance with quality standards and client expectations.
Conduct regular quality audits and document findings accurately.
Provide detailed feedback and coaching insights to agents and team leaders.
Prepare and analyze daily, weekly, and monthly quality reports to identify trends and opportunities 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 full compliance with company policies, client guidelines, and industry regulations.
Recommend process or policy enhancements to improve customer experience and service quality.

JOB REQUIREMENTS:
Open to Undergraduates
At least 1 year of Quality Assurance experience in a BPO setting (required)
Experience handling FinTech accounts is an advantage
Willing to work onsite in Clark, Pampanga
Can start immediately

RECRUITMENT PROCESS:
Initial Interview (Online or Face-to-Face)
Final Interview
Job Offer

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