Quality Control Specialist

4 weeks ago


Taguig, Philippines IGO Digital High Technology Inc. Full time

Quality Monitoring

  • Monitor and evaluate customer interactions (calls, chats, emails)
  • Ensure adherence to company standards, processes, and compliance guidelines
  • # of evaluations completed per week/month
  • % adherence to evaluation targets
  • Quality accuracy score
Feedback and Coaching Support
  • Provide constructive feedback based on evaluation results
  • Collaborate with trainers/supervisors to improve agent performance
  • Timeliness and clarity of feedback
  • # of coaching sessions supported
  • Improvement in agent quality scores
Reporting and Documentation
  • Maintain accurate and up-to-date records of evaluations
  • Generate and analyze quality reports for trends and insights
  • On-time submission of reports
  • Report accuracy
  • Insights provided per month
Process and SOP Compliance
  • Ensure agents follow standard operating procedures (SOPs)
  • Participate in SOP updates or audits
  • % of SOP compliance in evaluations
  • # of SOP deviations flagged
  • Contributions to SOP updates
Continuous Improvement
  • Identify areas for improvement in customer service and internal processes
  • Recommend and support implementation of quality initiatives
  • # of improvement suggestions submitted
  • # of suggestions implemented
  • Impact of changes on CSAT/FCR
Fraud and Policy Violation Checks (if applicable)
  • Detect and escalate suspicious or fraudulent behaviors
  • Ensure adherence to security and compliance policies
  • # of incidents flagged/escalated
  • Turnaround time in reporting
  • Accuracy of findings
Calibration and Alignment
  • Participate in calibration sessions with team leaders, trainers, and stakeholders
  • Align scoring standards across QC team
  • Calibration score consistency
  • Participation rate in calibration sessions
  • % alignment with team scoring
Training & Coaching Capability
  • Skilled at delivering constructive feedback and conducting coaching sessions based on quality insights.
  • Able to translate evaluation results into targeted training topics for teams and individuals.
  • Collaborative approach in aligning training with quality initiatives.
Soft Skills
  • Detail-oriented and organized, with strong critical thinking and problem-solving abilities.
  • Excellent communication and interpersonal skills for cross-team collaboration.
  • Self-driven and adaptable in fast-paced, regulated, or evolving environments.
Preferred Experience
  • 2–4 years in a Quality Assurance, Training, or Data analyst role within a customer service or operational support environment.
  • Background in environments requiring high attention to detail, customer interaction monitoring, and adherence to internal controls.
#J-18808-Ljbffr

  • Taguig, Philippines Metrobank Full time

    Press Tab to Move to Skip to Content Link Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure...


  • Taguig, Philippines JPMorganChase Full time

    Overview Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging environment? As a Quality Control Analyst within the COE Spreading and Document Intake team, you will have the opportunity to provide coaching and monitoring of the team's daily performance. You will assess the quality of financial...

  • Collection Specialist

    2 weeks ago


    Taguig, Philippines Primus@knowledge@Specialist Full time

    About the role This is an exciting opportunity to join @Specialist' as a full-time Collection Specialist based in Taguig City, Metro Manila. As a key member of our Client Services team, you will play a vital role in maintaining our company's strong financial position by effectively managing and resolving outstanding client accounts. What you'll be doing ...

  • Quality Control

    2 weeks ago


    Taguig, Philippines Kar Auction Services Inc. Full time

    Quality Control page is loaded## Quality Controllocations: ASIA - Taguig - Bonifacio Global City (OPENLANE Philippines)time type: Full timeposted on: Posted Todayjob requisition id: R- **Who We Are:** At OPENLANE we make wholesale easy so our customers can be more successful. **We’re a technology company** building the world’s most...

  • Quality Control

    2 weeks ago


    Taguig City, Philippines OPENLANE Full time

    Who We Are: At OPENLANE we make wholesale easy so our customers can be more successful.We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.And we’re an...


  • Taguig, Philippines Metrobank Full time

    Press Tab to Move to Skip to Content Link OPERATIONS INTEGRATION & QUALITY SPECIALIST to follow Position Title: Operations Integration and Quality Specialist Job Summary: The Ops Integration & Quality Specialist shall be responsible for the implementation, configuration, and onboarding process to monitoring tools, transition of new systems and services to...


  • Taguig, Philippines London Stock Exchange Group Full time

    Specialist, Controls Utility Testing page is loaded## Specialist, Controls Utility Testinglocations: PHL-Taguig City-CitiPlazatime type: Full timeposted on: Posted Todayjob requisition id: R LSEG is seeking to hire Specialist, Controls Utility Testers to join our newly established Centralized 1LoD Business Control Utility team. This 1LOD Testing team...


  • Taguig, National Capital Region, Philippines Igo Digital High Technology Full time ₱900,000 - ₱1,200,000 per year

    Quality Monitoring: Evaluate calls/chats/emails, ensure compliance, track evaluations, adherence %, and accuracy scores.Feedback & Coaching: Provide timely feedback, support coaching sessions, drive agent score improvement.Reporting: Maintain records, generate/analyze reports, ensure accuracy and on-time submission.SOP Compliance: Monitor adherence, flag...


  • Taguig, National Capital Region, Philippines DITO Telecommunity Corporation Full time ₱1,200,000 - ₱2,400,000 per year

    OverviewThe Internal Controls Specialist will play a key role in executing the internal controls testing plan. Responsible for performing control reviews and preparing reports on the effectiveness of DITO's policies, procedures, and resources.Functions and ResponsibilitiesExecute the internal controls testing plan focused on improving DITO's financial...


  • Taguig, Philippines London Stock Exchange Group Full time

    Control Testing Specialist page is loaded## Control Testing Specialistlocations: PHL-Taguig City-CitiPlazatime type: Full timeposted on: Posted Todayjob requisition id: R Controls Utility Testing Roles JDDevelopment of detailed test plans and procedures to identify weaknesses in internal controls and other initiatives aligned to the Group’s control...