Senior Quality Assistant

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 :

✨ Conduct transaction and call monitoring in accordance with the established service quality plan to ensure consistent and high-quality service delivery.

✨ Provide coaching, mentoring, and constructive feedback to agents to improve individual performance and overall service standards.

✨ Perform Root Cause Analysis (RCA) and present insights to Operations, supporting the implementation of corrective and improvement measures.

✨ Identify skill or knowledge gaps and work with the training team to design and deliver targeted learning initiatives.

✨ Participate in calibration sessions to uphold accuracy, fairness, and consistency in quality assessments.

✨ Handle transactions or calls as necessary to stay current with process updates and operational requirements.

✨ Carry out process audits to verify compliance with Standard Operating Procedures (SOPs) and quality benchmarks.

✨ Share audit outcomes and key observations during pre- and post-shift huddles to foster transparency and continuous improvement.

Recruitment Process (Online / Face to face)

✨Initial Interview

✨Second Interview

✨Final Interview

✨Job Offer