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QA - Banking and Finance Account

2 weeks ago

Angeles City, Philippines TASQ Staffing Solutions Full time

Requirements:

  • Graduate of any 4-year course.
  • 2-3 years of prior work experience.
  • Experience working in the BPO Industry is an advantage.
  • Preferably with background or knowledge in Banking and Financial.
  • Excellent oral and written communication.
  • Good problem-solving skills and ability to multitask.
  • Amenable to work in shifting/nightshift schedule in Clark.
  • Amenable to work onsite

Responsibilities:

  • Execute Transaction and call monitoring in line with agreed service quality plan.
  • Provide coaching and feedback to agents.
  • Perform RCAs and report findings to Operations to develop actions for mitigation.
  • Identify Training needs and work collaboratively.
  • Participate in calibration sessions to bring about consistency in evaluation.
  • Process transactions/take calls to remain hands on process domain.
  • Perform process audits to ensure compliance to SOPs.
  • Share audit outcomes during pre and post shift team huddles.