Job Openings Quality Assurance Specialist

About the job Quality Assurance Specialist

Position Description:

Position Title: Quality Assurance Specialist

Classification: Associate

Salary Grade: 25000 - 35000 Peso / month

Reports To: Account Manager, Client

Primary Relationships: Client Team

Date: June 2021

Schedule: Amenable to work during UK Business hours

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.

Responsibilities:

      Analyzes and audits a required number of call recording per day/week/month to ensure quality performance given to customers in compliance to the standards set by the client

      Provides feedback to client staff regarding the audited call in a timely manner

      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 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 in Communications or a related field

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

●     A minimum of 2 years in a BPO as a Quality Assurance 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

      High attention to detail