BPO Senior QA Analyst (BGC Taguig) - TASQ Staffing Solutions | Career Page

BPO Senior QA Analyst (BGC Taguig)

Taguig, Metro Manila, Philippines

Job Openings BPO Senior QA Analyst (BGC Taguig)

Job Overview: Senior Associate Quality Specialist

Location: Fully Onsite (BGC, Taguig)

Quality Auditing: Conduct regular call and transaction monitoring based on established quality standards.
Performance Coaching: Deliver actionable feedback and coaching to agents to improve service levels.
Root Cause Analysis (RCA): Investigate performance gaps and collaborate with Operations to implement corrective strategies.
Knowledge Management: Identify skill gaps and partner with training teams to address them.
Alignment & Consistency: Lead or participate in calibration sessions to ensure standardized evaluation across the board.
Operational Proficiency: Maintain hands-on expertise by occasionally handling live transactions or calls.
Compliance & Reporting: Audit processes for SOP adherence and present findings during team huddles.

Education: Bachelor's degree in any discipline.
Experience: 2 to 3 years of dedicated Quality Assurance (QA) experience within a BPO environment.
Technical Skills: Strong analytical mindset with a sharp eye for detail.
Soft Skills: Proven ability to work collaboratively across different departments and the flexibility to operate effectively in various environments.
Logistics: Must be willing to work 100% onsite in BGC, Taguig.