Quality Assurance Specialist Technical Support BPO

We are hiring for a passionate and talented QA Specialist for our awesome team!

The ideal candidate is a critical thinker who will proactively improve the quality systems of the fast-paced growing company through internal audits, participation process improvement programs, and interaction with key partners to obtain constructive feedback.

Responsibilities

• Own the quality program: Act as the central coordinator for all Quality Assurance needs and communications.
• Ensure regulatory adherence: Manage and confirm compliance with client auditing procedures.
• Facilitate quality improvement: Analyze performance data to identify trends, prepare comprehensive reports, and collaborate with Operations and Support teams to drive targeted quality enhancements.
• Agent performance coaching: Monitor agent calls, deliver direct feedback, and provide personalized coaching focused on improving quality metrics, customer experience, and procedural adherence.
• Support training initiatives: Partner with the Learning Team to integrate quality feedback into training materials and deliver the quality training module to new hires as necessary.
• Maintain records: Document and manage all quality performance data for agent behavior and development tracking.
  
  

• Should have at least 1 year of experience as Quality Specialist on a BPO set up
• Excellent communication and presentation skills
• Knowledgeable in performance data management and analysis
• Exceptional leadership skills and great eye for detail
• Ability to teach and mentor
• Must be willing to work on shifting schedules at Bonifacio Global City, Taguig City
  
  

• Application process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)
• Work set up: Onsite
• Schedule: Shifting
  
  

• Competitive salary package
• Exciting employee engagement activities
• Stability (Continuously getting pioneer accounts)
• Learning sessions every week
• Fast career growth
• Accessible location
• HMO
• Leave credits/Leave conversions
• Night differential
• Uncapped annual appraisal
• Youll be part of a growing company with a dynamic and engaging team.