Job Openings Quality Assurance Specialist

About the job Quality Assurance Specialist

Our benefits include:

  • Work directly with an international client

  • Performance evaluation at 6-months

  • 13th month pay

  • HMO (Maxicare)

  • 5 Service Incentive Leaves upon reaching 1-year of service/employment

  • Maternity Leave, Paternity Leave, SOLO Parent Leave, Magna Carta Leave, etc.

  • Education Benefit

  • Retirement Benefit

  • Shuttle Service

  • CO League (Swimming, jiu-jitsu, yoga, billiards, table tennis, prizes, events, training, outreach, etc.)

  • 24-Hour Management & Tech Support

  • Great hands-on support team and fun working environment

 

Position Description:


Position Title:  Quality Assurance Specialist

Classification:  Associate

Salary Grade:  25000 - 30000 Peso / month

Reports To:  Account Manager, Client

Primary Relationships:  Client Team

Date(s):  January 2021


Background:

 

Quality Assurance Specialist is responsible for monitoring and documenting operational interactions with the customers. QA specialist also evaluates both verbal and written customer contact and provides feedback or coaching to facilitate continuous improvement. QA Specialists are also responsible for analyzing data trends and providing the report to the management as required.

Main Roles:

  • Performs required number of observation per staff, per week to ensure quality performance given to customers in compliance to the standards set by the client

  • Analyzes all observations and provides feedback in a timely manner

  • Ensures additional monitoring is done for each area of improvement

 

Schedule:

  • Must feel comfortable working US hours (graveyard shift), schedule will be flexible, including weekends.  There will be 2 days off per week. 


Responsibilities:

  • Ability to work independently, with limited required direction and guidance (of course, you will be trained and you will learn the style of your client before you're moved to independent mode!)

  • Conducts external calibration when needed to ensure the team adheres to client’s methods and procedures

  • Continuously tracks staffs’ performance against an ongoing written progression plan with specific defined goals

  • Gathers data and analyzes trends or patterns affecting the quality of the iteration

  • Provides Weekly/Monthly quality performance analysis identifying top drivers and areas for improvement

  • Participates in special tasks and performs other duties as assigned

 

Requirements:

  • Bachelor Degree holder in any field

  • Exposure to Quality Assurance Role and to the call center quality work are good advantages

  • A minimum of 1-2 years in a BPO setting or equivalent as a Quality Assurance or Quality Control Specialist

  • Background/Experience to Customer Service Delivery in the similar industry is an advantage

  • Good process mapping ability, coaching, and facilitation skills.

  • Excellent English language skills (written and verbal)

  • Good time management and task management skills

  • Proficiency in MS Office and Google Suite

  • Solid analytical and problem solving skills

  • Proficient computer and technical skills

  • Able to demonstrate initiative

  • Attention to detail