Quality Control Specialist

5 days 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.
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