Urgent

Job Description:* 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. * Bachelor's degree graduate or * Experience working in the BPO Industry is a must. * Knowledge with the 7 basic tools for Quality is an advantage * 2-3 years of prior work experience. * Ability to work collaboratively and effectively in remote environments. * Eye for details Analytical Ability. * Collaborative partnership with other teams to bring about synergies. * Amenable to work full ONSITE in BGC Taguig.