Location
pasig, metro manila, Philippines
Posted
June 06, 2026
Job Description
About the Company
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients.
Key Responsibilities
- 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 monitoring whether the concerned party has completed the relevant corrective action procedures.
- Attending administrative hea...