Job Responsibilities: Assess and rate inbound and outbound calls of customer service agents according to company quality standards Communicate below standard results to agents and supervisors on a daily basis Train and coach new and existing agents on quality Consolidate agent scores and draft monthly team report Provide consolidated feedback to managers and supervisors on a monthly basis Job Requirements: Graduate of any Bachelors Degree course Minimum of 3 years QA experience gained from a call center company or business process outsourcing related industry supporting customer service. Possess the following skills- attention to detail, analytical, coaching and listening Effective communication and interpersonal skills, capable of providing feedback in a constructive manner and working collaboratively across teams. Strong understanding of customer service principles and best practices, with a keen eye for detail and a commitment to excellence. Willing to work onsite in Makati City from Monday to Friday (Dayshift)