QA Specialist

1 month ago

Pasig, Philippines Insight Enterprises, Inc. Full time
 

BASIC FUNCTION

The Quality Enablement Specialist primary responsibility is maintaining a high and consistent level of support quality across the operations team by conducting quality monitoring of the interactions between technical teammates and customers to evaluate and improve operational performance.

What you'll do at Insight

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-Review a subset of technical teammates Omnichannel interactions (calls, chat, tickets, etc.)
-Monitoring service performance on the agent and team level
-Conduct quality assurance evaluations based on internal standards and provide meaningful, constructive feedback and individual coaching
-Observe trends based on customer experience metrics and recommend training to help improve performance
-Participate in calibration sessions to maintain internal quality standards
 

What you'll need to join Insight 

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-A minimum of 1 year of experience in IT Helpdesk
-Basic business communication skills and the ability to communicate effectively with senior teammates
-Comfortable discussing and explaining feedback with technical teammates via written and verbal communications, including coaching meetings
-Ability to communicate “negative” feedback and create recognition for high-performing teammates
-Knowledge of customer experience quality assurance terminology, methods, and tools is desired, but not required
-Highly articulated and professional in both oral and written communication
-Ability to handle constructive feedback and criticism on the feedback provided

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