About the job: Senior Associate Quality Specialist (BGC Taguig) | Onsite

Key Responsibilities:

• Execute the transaction and call monitoring in line with the agreed service quality plan.


• Provide coaching and feedback to agents.


• Perform RCAs and report findings to Operations to develop actions for mitigation.


• Identify training needs and work collaboratively.


• Participate in calibration sessions to bring about consistency in evaluation.


• Process transactions/take calls to remain hands-on in the process domain.


• Perform process audits to ensure compliance with SOPs.


• Share audit outcomes during pre- and post-shift team huddles.

Key Requirements:

• Bachelor's degree graduate, any field.


• 2 to 3 years experience in the BPO industry within the Quality tower/process