Senior Quality Associate
6 days ago
Client Profile: This company offers IT, and Business Consulting. They have been in the industry for almost 45 years.
Position: Senior Quality Associate
Company Industry: BPO Company
Location: Alabang, Muntinlupa
Postal Code: 1781
Salary Offer: Php27,000-Php40,000
Work Schedule: Shifting Schedule
Work Set Up: Onsite
Job Requirements:
✨Bachelor’s degree holder
✨With at least 2-3 years’ experience in Quality process
✨Amenable to attend interviews
✨Willing to work onsite
✨Can start as soon as possible
Job Responsibilities:
✨ Execute transaction and call monitoring in alignment with the agreed service quality plan to ensure consistent service delivery.
✨ Provide coaching, mentoring, and constructive feedback to agents to enhance performance and service quality.
✨ Conduct Root Cause Analysis (RCA) and present findings to Operations, supporting the development of effective mitigation and improvement actions.
✨ Identify training needs and collaborate with the training team to design and deliver targeted learning programs.
✨ Participate in calibration sessions to maintain consistency and objectivity in quality evaluations.
✨ Process transactions or handle calls as needed to remain hands-on and up-to-date with process requirements.
✨ Perform process audits to ensure adherence to Standard Operating Procedures (SOPs) and operational standards.
✨Share audit results and key insights during pre- and post-shift team huddles to promote transparency and continuous improvement.
Recruitment Process (Online/Face to face)
✨Initial Interview
✨Second Interview
✨Final Interview
✨Job Offer
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