Job Openings Quality Assurance

About the job Quality Assurance

Position Tile: Quality Assurance

Salary: 13,000 a month

Reports To: Accounts Manager, Clients

Primary Relationships: Client Staff

Date: August 2022

Schedule: UK Business Hours

Responsibilities:

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

  • Analyzes all observations and provides feedback on time

  • Ensures additional monitoring is done for each area of improvement

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

  • Conducts external calibration when needed to ensure the team adheres to the clients

  • methods and procedures

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

  • Gathers data and analyses 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:

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

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

  • Background/Experience in Customer Service Delivery in a 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