Quality Assurance Specialist - Tarlac

Quality Assurance Specialist

Location: ECC-Tarlac | Full-Time | Permanent Position

About the Role

We are looking for a highly motivated and detail-oriented Quality Assurance Specialist to join our growing team in ECC-Tarlac. This full-time, permanent position plays a key role in upholding service excellence by evaluating customer interactions and ensuring compliance with internal and industry quality standards.

• Monitor and evaluate customer interactions across multiple channels (voice, email, and chat) for quality and compliance.
• Review case logs, customer feedback, and agent performance against established guidelines.
• Conduct regular coaching sessions, feedback meetings, and calibration sessions with team members.
• Prepare and analyze daily, weekly, and monthly quality reports.
• Recommend process and service improvements to reduce errors and enhance overall performance.
• Participate in process improvement initiatives and client satisfaction programs.

• Bachelor’s degree required.
• 2–3 years of experience in Quality Assurance within the BPO or customer service industry.
• Proficient in Microsoft Office tools (Word, Excel, PowerPoint).
• Knowledge of quality frameworks, root cause analysis (RCA), and compliance standards.
• Experience monitoring calls, emails, and chat communications.
• Quality certifications (e.g., Six Sigma, Quality Management) are a plus.

• Strong attention to detail and analytical thinking.
• Excellent verbal and written communication skills.
• Confident in coaching, mentoring, and providing clear, constructive feedback.
• Highly organized, with the ability to manage multiple tasks effectively.
• Flexible and willing to work varied schedules, including weekends if needed.
• Able to work independently and take initiative.
• Committed to delivering exceptional customer service through continuous improvement.

• Be part of a respected and trusted financial institution.
• Enjoy a competitive salary package with monthly allowances.
• Benefit from stable, long-term employment.
• Work in a supportive and professional environment.
• Grow your career in quality assurance within the financial services industry.