Quality Control Specialist

2 days ago

Taguig, National Capital Region, Philippines Igo Digital High Technology Full time ₱900,000 - ₱1,200,000 per year
  • Quality Monitoring: Evaluate calls/chats/emails, ensure compliance, track evaluations, adherence %, and accuracy scores.
  • Feedback & Coaching: Provide timely feedback, support coaching sessions, drive agent score improvement.
  • Reporting: Maintain records, generate/analyze reports, ensure accuracy and on-time submission.
  • SOP Compliance: Monitor adherence, flag deviations, contribute to updates/audits.
  • Continuous Improvement: Identify gaps, suggest initiatives, track implementation impact (CSAT/FCR).
  • Fraud/Policy Checks: Detect/escalate violations, ensure compliance, report accurately and promptly.
  • Calibration: Join sessions, align scoring, ensure consistency with QC team.

Job Requirements

  • 2–4 years in a Quality Assurance, Training, or Data analyst role within a customer service or operational support environment.

  • 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.

  • Familiarity with Quality Monitoring systems and CSAT reporting tools.

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