Associate Quality Specialist (Alabang) - Onsite

About the job : Associate Quality Specialist (Alabang) | Onsite

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.

Requirements :