Customer Support Quality Specialist

Client Company : A well-established IT and Engineering firm with over 40 years of experience, providing comprehensive end-to-end solutions across diverse sectors, including finance and healthcare.

Position : Customer Support Quality Specialist

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, and emails) to ensure alignment with quality standards, client expectations, and compliance requirements.

✨Conduct regular quality audits, accurately document findings, and identify performance gaps.

✨Deliver constructive feedback and coaching recommendations to agents and team leaders to drive continuous improvement.

✨Prepare and analyze daily, weekly, and monthly quality reports to highlight trends, root causes, and areas for enhancement.

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

✨Participate in calibration sessions to ensure consistency, fairness, and alignment in quality assessments.

✨Ensure adherence to organizational policies, client-specific guidelines, and regulatory standards.

✨Recommend process improvements or policy updates aimed at enhancing customer experience and overall service 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