Key Responsibilities:\n\n* Execute Transaction and call monitoring in line with 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 process domain. \n* Perform process audits to ensure compliance to 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 work full ONSITE in BGC Taguig.