Job Description
About the job BPO Senior QA Analyst (BGC Taguig)
Job Overview: Senior Associate Quality Specialist
Location: Fully Onsite (BGC, Taguig)
Primary Responsibilities
- 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.
- Compli...