Quality Assurance Specialist

1 hour ago

Antipolo City, Calabarzon, Philippines Intelegencia Full time ₱300,000 - ₱360,000 per year

About the Role

We are looking for highly motivated and detail-oriented Quality Assurance Specialists to join our growing team in OTC - Antipolo. This full-time, permanent position plays a key role in upholding service excellence by evaluating customer interactions and ensuring compliance with internal and industry quality standards.

Key Responsibilities

  • Monitor and evaluate customer interactions across multiple channels (voice, email, and chat) for quality and compliance.
  • Review case logs, customer feedback, and agent performance against established guidelines.
  • Conduct regular coaching sessions, feedback meetings, and calibration sessions with team members.
  • Prepare and analyze daily, weekly, and monthly quality reports.
  • Recommend process and service improvements to reduce errors and enhance overall performance.
  • Participate in process improvement initiatives and client satisfaction programs.

Qualifications

  • Bachelor's degree required.
  • 2–3 years of experience in Quality Assurance within the BPO or customer service industry.
  • Proficient in Microsoft Office tools (Word, Excel, PowerPoint).
  • Knowledge of quality frameworks, root cause analysis (RCA), and compliance standards.
  • Experience monitoring calls, emails, and chat communications.
  • Quality certifications (e.g., Six Sigma, Quality Management) are a plus.

Preferred Competencies

  • Strong attention to detail and analytical thinking.
  • Excellent verbal and written communication skills.
  • Confident in coaching, mentoring, and providing clear, constructive feedback.
  • Highly organized, with the ability to manage multiple tasks effectively.
  • Flexible and willing to work varied schedules, including weekends if needed.
  • Able to work independently and take initiative.
  • Committed to delivering exceptional customer service through continuous improvement.

Why Join Us?

  • Be part of a respected and trusted financial institution.
  • Enjoy a competitive salary package with monthly allowances.
  • Benefit from stable, long-term employment.
  • Work in a supportive and professional environment.
  • Grow your career in quality assurance within the financial services industry.

Job Type: Full-time

Pay: Php28, Php30,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Staff meals provided

Work Location: In person

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