Senior Quality Associate

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