| Description: |
Client Profile: This company offers IT, and Business Consulting. They have been in the industry for almost 45 years.
Position: Senior Quality Associate
Company Industry: BPO Company
Location: Alabang, Muntinlupa
Postal Code: 1781
Salary Offer: Php27,000-Php40,000
Work Schedule: Shifting Schedule
Work Set Up: Onsite
Job Requirements:
Bachelor’s degree holder
With at least 2-3 years’ experience in Quality process
Amenable to attend interviews
Willing to work onsite
Can start as soon as possible
Job Responsibilities:
Execute transaction and call monitoring in alignment with the agreed service quality plan to ensure consistent service delivery.
Provide coaching, mentoring, and constructive feedback to agents to enhance performance and service quality.
Conduct Root Cause Analysis (RCA) and present findings to Operations, supporting the development of effective mitigation and improvement actions.
Identify training needs and collaborate with the training team to design and deliver targeted learning programs.
Participate in calibration sessions to maintain consistency and objectivity in quality evaluations.
Process transactions or handle calls as needed to remain hands-on and up-to-date with process requirements.
Perform process audits to ensure adherence to Standard Operating Procedures (SOPs) and operational standards.
Share audit results and key insights during pre- and post-shift team huddles to promote transparency and continuous improvement.
Recruitment Process (Online/Face to face)
Initial Interview
Second Interview
Final Interview
Job Offer
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Telephone Number: (02) 82452829
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