Quality Control Specialist

2 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

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