Quality Assurance Associate

6 days ago


San Fernando, Central Luzon, Philippines J-K Manpower Full time

Client Company: A well-established IT and Engineering firm with a 40-year history, delivering comprehensive end-to-end solutions across multiple sectors, including finance and healthcare.

Position: Quality Assurance Associate

Industry: BPO

Location: Clark Pampanga

Postal: 2023

Salary Offer: Php35,000

Work Schedule: Shifting Schedule

Work Set Up: Work-Onsite

Benefits:

Government mandated benefits

13th Month Pay

HMO

Vacation Leave Credits

Sick Leave Credits

Job Responsibilities:

Monitor and evaluate customer interactions (calls, chats, or emails) to ensure adherence to quality standards and client requirements.

Conduct regular quality audits and document findings accurately.

Provide detailed feedback and coaching recommendations to agents and team leaders.

Prepare and analyze daily, weekly, and monthly quality reports to identify trends and areas for improvement.

Collaborate with Operations and Training teams to enhance agent performance and process efficiency.

Participate in calibration sessions to maintain scoring consistency and fairness.

Ensure compliance with organizational policies, client guidelines, and regulatory requirements.

Recommend process or policy changes to improve customer experience and operational quality.

Job Requirements:

Open for Undergraduates

With at least 1 year experience in Quality Assurance in a BPO company is an advantage

With experience in Fintech account is a plus

Amenable to work onsite

Can start as soon as possible

Recruitment process: Online and Face to face

Initial interview

Final interview

Job offer

Job Type: Full-time

Pay: From Php35,000.00 per month

Work Location: In person


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