Quality Assurance Specialist

17 hours ago

Clark, 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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