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. Compliance & Reporting: Audit processes for SOP adherence and present findings during team huddles. Candidate Profile 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.