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.ResponsibilitiesOwn 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.QualificationsShould have at least 1 year of experience as Quality Specialist on a BPO set upExcellent communication and presentation skillsKnowledgeable in performance data management and analysisExceptional leadership skills and great eye for detailAbility to teach and mentorMust be willing to work on shifting schedules at Bonifacio Global City, Taguig CityOther InfoApplication process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)Work set up: OnsiteSchedule: ShiftingWhat's in it for you?Our people enjoy some amazing perks, check out a few below:Competitive salary packageExciting employee engagement activitiesStability (Continuously getting pioneer accounts)Learning sessions every weekFast career growthAccessible locationHMOLeave credits/Leave conversionsNight differentialUncapped annual appraisalYoull be part of a growing company with a dynamic and engaging team.