Quality Assurance Analyst

7 hours ago

Ortigas Metro Manila, Philippines Asia Teleservices, Inc. Full time ₱900,000 - ₱1,200,000 per year

As a Quality Assurance Specialist, you will play a critical role in maintaining and improving customer service quality. Your responsibilities will include conducting audits, coaching agents, and ensuring that our customer interactions meet the highest standards. You will support our International Financial Account and products of our campaign ensuring that both customer satisfaction and operational efficiency are prioritized.

If you're ready to embark on an exciting career journey with ample opportunities for growth and development, we invite you to join us at Asiatel Outsourcing. Take the next step in your career and become a valued member of our rapidly expanding FinTech Team Apply now and seize this extraordinary opportunity

Job Key Responsibilities:

  • Provide high-level customer service by responding to inbound calls and emails, handling customer queries, and providing resolutions.
  • Process remittances, ensuring transactions comply with both local and international regulations.
  • Handle transactions with care, honesty, and compliance with company standards.
  • Resolve common remittance-related issues and provide recommendations for technical problems.
  • Maintain up-to-date knowledge of company products and services to educate customers and minimize technical challenges.
  • Follow up with customers to ensure complete issue resolution and maintain customer records using CRM systems.
  • Conduct audits (12 calls per agent per week) to ensure service standards.
  • Perform mystery email reviews (5 per week) to monitor email quality and service.
  • Create and maintain process mapping, training decks, and general knowledge exams to enhance agent training and onboarding.
  • Assist agents, particularly during the nesting phase, by providing coaching and support.
  • Perform ad-hoc tasks and contribute to overall team performance by accomplishing results as needed.
  • Maintain consistent communication with Team Managers, Operations, and other departments to ensure alignment.
  • Ensure attendance and punctuality as per company standards.

Job Qualifications:

  • At least 2 years of experience in a Quality Assurance or similar role within a BPO/call center environment.
  • Strong analytical and problem-solving skills, with the ability to identify areas for improvement.
  • Experience in auditing, coaching, and process creation.
  • Familiarity with remittance processing and international compliance regulations.
  • Proficient in using CRM systems and other reporting tools.
  • Excellent communication skills, both written and verbal.
  • Ability to work collaboratively in a fast-paced environment.
  • Experience in handling financial, remittance, or technical support accounts is a plus.
  • Must be willing to work onsite at Ortigas Center, Pasig.

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