About the job: Senior Associate Quality Specialist (BGC Taguig) | Onsite\n\nKey Responsibilities:\n\n* Execute transaction and call monitoring in line with the agreed service quality plan.\n* Provide coaching and feedback to agents.\n* Perform RCAs and report findings to Operations to develop actions for mitigation.\n* Identify training needs and work collaboratively.\n* Participate in calibration sessions to bring about consistency in evaluation.\n* Process transactions/take calls to remain hands-on in the process domain.\n* Perform process audits to ensure compliance with SOPs.\n* Share audit outcomes during pre- and post-shift team huddles.\n\nKey Requirements:\n\n* Bachelor's degree graduate, any field.\n* 2 to 3 years experience in the BPO industry within the Quality tower/process\n* Prior QA experience is required\n* Ability to work collaboratively and effectively in remote environments.\n* Eye for details—Analytical Ability.\n* Collaborative partnership with other teams to bring about synergies.\n* Amenable to working full time ONSITE in BGC Taguig.

BPO Senior Quality Assurance Analyst (BGC Taguig) | Onsite