Senior Quality Assistant

6 days ago


Muntinlupa, Philippines J-K Network Services Full time

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:
✨ Conduct transaction and call monitoring in accordance with the established service quality plan to ensure consistent and high-quality service delivery.
✨ Provide coaching, mentoring, and constructive feedback to agents to improve individual performance and overall service standards.
✨ Perform Root Cause Analysis (RCA) and present insights to Operations, supporting the implementation of corrective and improvement measures.
✨ Identify skill or knowledge gaps and work with the training team to design and deliver targeted learning initiatives.
✨ Participate in calibration sessions to uphold accuracy, fairness, and consistency in quality assessments.
✨ Handle transactions or calls as necessary to stay current with process updates and operational requirements.
✨ Carry out process audits to verify compliance with Standard Operating Procedures (SOPs) and quality benchmarks.
✨ Share audit outcomes and key observations during pre- and post-shift huddles to foster transparency and continuous improvement.
Recruitment Process (Online/Face to face)
✨Initial Interview
✨Second Interview
✨Final Interview
✨Job Offer



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