BPO Quality Assurance Associate

Client Company : A well-established IT and Engineering firm with a 40-year history, delivering comprehensive end-to-end solutions across multiple sectors, including finance and healthcare.

Position : Quality Assurance Associate

Industry : BPO

Location : Clark Pampanga

Postal : 2023

Salary Offer : Php35,000

Work Schedule : Shifting Schedule

Work Set Up : Work-Onsite

Benefits :

✨Government mandated benefits

✨13th Month Pay

✨HMO

✨Vacation Leave Credits

✨Sick Leave Credits

Job Responsibilities :

✨ Monitor and evaluate customer interactions (calls, chats, or emails) to ensure adherence to quality standards and client requirements.

✨Conduct regular quality audits and document findings accurately.

✨Provide detailed feedback and coaching recommendations to agents and team leaders.

✨Prepare and analyze daily, weekly, and monthly quality reports to identify trends and areas for improvement.

✨Collaborate with Operations and Training teams to enhance agent performance and process efficiency.

✨Participate in calibration sessions to maintain scoring consistency and fairness.

✨Ensure compliance with organizational policies, client guidelines, and regulatory requirements.

✨Recommend process or policy changes to improve customer experience and operational quality.

Job Requirements :

✨Open for Undergraduates

✨With at least 1 year experience in Quality Assurance in a BPO company is an advantage

✨With experience in Fintech account is a plus

✨Amenable to work onsite

✨Can start as soon as possible

Recruitment process : Online and Face to face

✨Initial interview

✨Final interview

✨Job offer