QA - Banking and Finance Account (Clark) | Onsite | For Pooling

Requirements:

• Graduate of any 4-year course.
• 2-3 years of prior work experience.
• Experience working in the BPO Industry is an advantage.
• Preferably with background or knowledge in Banking and Financial.
• Excellent oral and written communication.
• Good problem-solving skills and ability to multitask.
• Amenable to work in shifting/nightshift schedule in Clark.
• Amenable to work onsite

Responsibilities:

• Execute Transaction and call monitoring in line with agreed service quality plan.
  
• Provide coaching and feedback to agents.
• Perform RCAs and report findings to Operations to develop actions for mitigation.
  
• Identify Training needs and work collaboratively.
• Participate in calibration sessions to bring about consistency in evaluation.
• Process transactions/take calls to remain hands on process domain.
• Perform process audits to ensure compliance to SOPs.
• Share audit outcomes during pre and post shift team huddles.