BPO QA Specialist - Telco - TP Alphaland
Teleperformance Makati Full-time
What You'll Do
- Monitor and evaluate inbound and outbound calls, email, and chat interactions for quality and compliance.
- Ensure adherence to quality standards, processes, and customer experience guidelines.
- Document quality trends, performance gaps, and improvement opportunities for management review.
- Provide constructive feedback and coaching to agents to improve performance.
- Support the training and development process by sharing insights and best practices.
- Continuously identify opportunities to improve processes and quality metrics.
- May assist in guiding junior team members and supporting day-to-day operational objectives.
- At least 1–2 years of BPO experience
- Candidates must have a minimum of 6-8 months of QA experience in a BPO environment
- Experience supporting or handling a Telco account is preferred
- Strong analytical, coaching, and communication skills
- Willing to work onsite in Alphaland, Makati
- Flexible with the salary offer (TBD)
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