| 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:
Conduct transaction and call monitoring in accordance with the established service quality plan to ensure consistent and high-quality service delivery.
Provide coaching, mentoring, and constructive feedback to agents to improve individual performance and overall service standards.
Perform Root Cause Analysis (RCA) and present insights to Operations, supporting the implementation of corrective and improvement measures.
Identify skill or knowledge gaps and work with the training team to design and deliver targeted learning initiatives.
Participate in calibration sessions to uphold accuracy, fairness, and consistency in quality assessments.
Handle transactions or calls as necessary to stay current with process updates and operational requirements.
Carry out process audits to verify compliance with Standard Operating Procedures (SOPs) and quality benchmarks.
Share audit outcomes and key observations during pre- and post-shift huddles to foster transparency and continuous improvement.
Recruitment Process (Online/Face to face)
Initial Interview
Second Interview
Final Interview
Job Offer
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Look for: Ms. Yanna
Telephone Number: (02) 82452829
Mobile Number/Viber Number: 09684322503
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