An expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience.


  • Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.

  • Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.

  • Provide accurate and impartial judgement on all transaction evaluations.

  • Regular coaching sessions with agents to reinforce good behavior and reform opportunities

  • Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

  • Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.

  • Attending administrative hearings and deliberations resulting from the critical error callouts.

  • Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.

  • Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

  • Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.

  • Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.

  • Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.

  • Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.

  • Taking proper action on disputes filed against transaction evaluations.

  • Participating in internal and external client meetings and performance reviews.

  • Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.

  • Reviewing and submitting exceptional calls to be pooled for the good call library.

  • Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed

  • Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.


  • Bachelor’s/College degree holder in any field or the equivalent.

  • With at least two years of experience in the BPO industry.

  • With at least a year experience in quality assurance, and customer experience and compliance for voice and/or back-office businesses.

  • Able to handle more than one campaign or line of business.

  • Keen in identifying opportunities, and providing fact-based analysis and actionable recommendations.

  • Flexible in meeting and exceeding internal and external client deliverables under tight deadlines.

  • Proficient in Microsoft Office applications including Excel, Word, and PowerPoint, and other similar applications.

  • Can perform basic root-cause analysis, and can utilize varied tools to generate relevant reports and provide sound data analysis.

  • Has effective written and spoken communication skills across various audiences.

  • Possesses effectual listening, coaching, and motivational skills

  • Able to positively influence agents and others to drive improvement.

  • Willing to work in a collaborative and multi-disciplinary environment.

  • Flexible to work in varied shifts and sites.

  • Adaptable to changes in the working environment, and can complete multiple tasks efficiently.

Apply for this job

Thank you for your application.

Our recruitment officer will call you as soon as possible.