Senior Quality Assistant

15 hours 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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