Quality Assurance / CSR (Pampanga)

A well-established IT and Engineering firm with over 40 years of industry experience, delivering comprehensive end-to-end solutions across multiple sectors — including Finance and Healthcare.

POSITION : Quality Assurance / CSR (Pampanga)

Industry : BPO

Location : Clark, Pampanga

Salary Offer : Php 35,000

Work Schedule : Shifting Schedule

Work Setup : Onsite

BENEFITS :

Government-mandated benefits

13th Month Pay

HMO coverage

Vacation Leave Credits

Sick Leave Credits

JOB RESPONSIBILITIES :

Monitor and evaluate customer interactions (calls, chats, or emails) to ensure compliance with quality standards and client expectations.

Conduct regular quality audits and document findings accurately.

Provide detailed feedback and coaching insights to agents and team leaders.

Prepare and analyze daily, weekly, and monthly quality reports to identify trends and opportunities 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 full compliance with company policies, client guidelines, and industry regulations.

Recommend process or policy enhancements to improve customer experience and service quality.

JOB REQUIREMENTS :

Open to Undergraduates

At least 1 year of Quality Assurance experience in a BPO setting (required)

Experience handling FinTech accounts is an advantage

Willing to work onsite in Clark, Pampanga

Can start immediately

RECRUITMENT PROCESS :

Initial Interview (Online or Face-to-Face)

Final Interview

Job Offer