Quality Assurance Associate

JOB RESPONSIBILITIES- Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call and transaction handling. This includes call monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (i.e. handle time, speed of answer, etc.).- Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed.- Responsible for completing required number of quality reviews for each agent based on client/company performance guidelines.- Document all observations thoroughly by maintaining observation forms and call center monitoring database.- Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.- As applicable, responsible for handling agent-level calls to maintain personal knowledge of program(s).- May participate in and support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees.OTHER RELATED DUTIES- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.- Perform other duties as assigned by management.Knowledge, Skills, Abilities & Other Characteristics- Ability to objectively evaluate performance against standards and identify performance gaps and recommend corrective action.- Ability to coach and provide constructive feedback on proper processes and techniques.- Detail-oriented.- Good listening and problem-solving skills.- Ability to prioritize and organize work in a multitasked environment.- Ability to adapt to a flexible schedule.- Ability to maintain the highest level of confidentiality.Education & Experience- Previous call center/BPO experience preferred. Prior quality assurance and/or monitoring experience is a plus- minimum of one (1) year university required and two (2) years work experience or Bachelor's Degree preferred.**Salary**: Php22,000.00 - Php24,500.00 per month**Benefits**:- Paid trainingSchedule:- 8 hour shiftAbility to commute/relocate:- Quezon City: Reliably commute or planning to relocate before starting work (required)**Education**:- Senior High School (preferred)**Experience**:- Call Center or QA: 1 year (preferred)