Responsibilities:

• Coach on identified improvement opportunities.
• Analyze audit data, documentation, voice clips, and surveys to identify service delivery gaps.
• Facilitate calibration and group sessions on quality programs.
• Enhance overall customer experience and provide recommendations to management.
• Assess existing practices for process improvement opportunities.
• Perform other duties as required by management.

Qualifications:

• A college degree is required
• 2-3 years of experience as a Quality Analyst in a BPO industry
• Must have experience managing U.S. accounts, specifically 401(k), rollovers, IRAs, and/or retirement plans.
• Experience working in the financial services industry is a major plus
• Excellent communication skills, both written and verbal
• Experience at a startup or similar fast-paced organization, a plus
• Amenable to work in shifting schedules including graveyard, render OTs when needed, and work during PH Holidays
• Must be willing to work in Alabang, Muntinlupa (100% work in the office)
• Must be available to start ASAP

Job Types: Full-time, Permanent
Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion

Schedule:

• 8 hour shift
• Holidays
• Late shift
• Monday to Friday
• Night shift
• Rotational shift

Supplemental Pay:

• 13th month salary
• Performance bonus

Application Question(s):

• This is 100% WIO. Are you willing to travel to/from Alabang, Muntinlupa?
• What is your expected monthly salary?

Education:

• Bachelor's (Preferred)

Experience:

• QA: 1 year (Required)
• US Retirement [401(1k), rollovers, IRAs, etc.]: 1 year (Required)