BPO Senior QA Analyst (BGC Taguig)

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...