Senior Quality Assurance Specialist
1 week ago
About the Role
">We are seeking a highly skilled Senior Quality Assurance Specialist to join our team at Tasq Staffing Solutions. In this role, you will be responsible for executing transactional monitoring in line with agreed service quality plans, providing coaching and feedback to agents, and performing root cause analyses to identify areas for improvement.
Responsibilities
- Execute transactional monitoring to ensure adherence to service quality standards.
- Provide coaching and feedback to agents to improve performance and knowledge.
- Perform root cause analyses to identify areas for improvement and develop strategies for mitigation.
- Collaborate with cross-functional teams to identify training needs and implement effective solutions.
- Participate in calibration sessions to ensure consistency in evaluation and audit processes.
- Process transactions and take calls to maintain hands-on domain expertise.
- Perform process audits to ensure compliance with SOPs and share findings with the team.
Requirements
- Bachelor's degree or equivalent in a related field.
- Minimum 2-3 years of experience in the BPO industry.
- Knowledge of the 7 basic tools for quality is an advantage.
- Excellent analytical and problem-solving skills.
- Ability to work collaboratively in remote environments.
- Amenable to working full-time onsite in BGC Taguig.
What We Offer
- A competitive salary range of PHP 120,000 - 180,000 per annum.
- Ongoing training and development opportunities to enhance your skills and knowledge.
- A dynamic and supportive work environment with a collaborative team.
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