QA Lead

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Bravissimo Resourcing Inc. Full time
Bravissimo Resourcing Inc.
Unit 813, Globe Telecom Plaza Tower II Pioneer corner
Madison Streets
Mandaluyong, Metro Manila
1550

Website:

BRAVISSIMO RESOURCING, INC. (BRISOLUTIONS)
Effective People Solutions

Our Company

BRISOLUTIONS is a professional human resources company providing: Manpower Contracting, HR Consulting, Recruitment Process Outsourcing, Staff Augmentation and Executive Search, Personnel Outsourcing and Placements.

Our Management Team


BRISOLUTIONS is being managed and operated hands-on by the seasoned professionals of the human resources industry, and finance, audit and accounting practices.

Jennifer Gutierrez or Jenny has twelve years of executive management experience and specializes in Labor Law, Organization Development and all human resources functions.

She pioneered a premier recruitment and consulting company. She has a Finance Diploma at Asian Institute of Management and has masteral units in Organization Development. She is active member of the People Management Association of the Philippines (PMAP).

Manolito Manalo or Noli has more than twenty two years of professional experience in the areas Finance, Audit, Tax and Accounting which covers a broad range of global and domestic institutions, small and medium enterprises and multi-national companies in the public and private arena.

He is a Philippine Certified Public Accountant and a Chartered Business Administrator of Canada.
Our Client Service Team is composed of seasoned senior management consultants and
thoroughly trained executive recruitment consultants geared to deliver value to clients.

Our Clients

BRISOLUTIONS is proud and happy of its loyal and satisfied clients from different industries like IT, Construction, Hospitality, BPO, Education, Professional Services, Real Estate, and Pharmaceutical.

We have new clients coming from Beverage, Manufacturing, Direct Selling, Multi-Level Marketing, Utilities and Banking Industry.

Our Accreditation

BRISOLUTIONS is accredited by Department of Labor and Employment and duly registered with Securities and Exchange Commission, Bureau of Internal Revenue and Government of Mandaluyong City, and has compliant status with Social Security System, Philippine Health Insurance Corporation and Home Development Mutual Fund or Pag-IBIG.

Additional Company Information
Registration No.

CS
POEA No.
NCR-PF N
Company Size
Employees
Average Processing Time
12 days
Industry
Human Resources Management / Consulting

Job Description

  • Develops and initiates standards and methods for audits, testing, and evaluation.
  • Assists the quality assurance associates and trainers in developing and maintaining the procedures and work instruction guide.
  • Establishes program to evaluate precision and accuracy of performance measurement
  • Ensure quality monitoring is done to improve overall quality performance across the project based on the quality standards
  • Providing feedback and coaching based on quality audits, complaints and buyer / seller satisfaction remarks to improve on their communication and overall quality performance
  • Training CSR's on soft skills ticket handling and communication skills
  • Providing report and analysis on quality and CSAT
  • Provide analysis/audits to identify areas of dissatisfaction that did not meet pre-established performance standards of the venture
  • Create analysis on the scrubbed CSAT tickets and Quality Deep Dive
  • Ensuring contact reason categories are tagged correctly
  • Generating process and guidelines for agent's to adhere
  • Attending calibration and meetings to ensure requirements are at par
  • Training agents on new implementations and process changes.
  • Analyze the root cause of issue and able to design action plan.
  • Document Contact Center quality concerns and trends for procedural changes, recommendations and training.
  • Provide information to assist in the performance feedback (from TL to Agents) and to increase motivation concerning Contact Center quality concerns and CSAT
  • Manage BPO performance to achieve KPI in Quality and CSAT and overall quality management
  • Other duties as assigned
Job Qualifications

  • Bachelor/College degree in any field
  • At least 3 year-experience in developing and implementing quality assurance programs in a call center environment
  • Knowledgeable in management in the BPO or similar industry.
  • Experience in CSAT driven account
  • Must be amenable to shifting schedules.
  • Proficiency in Microsoft Office applications including Excel, PowerPoint and Word
  • Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills
  • Dependability regarding completion of assignments and attendance
  • Excellent oral, written and interpersonal communication skill
  • Ability to solve problems quickly and independently while working in a fast-paced environment.
  • Experience persuading audience and front line employees to support new initiatives
  • Exceptional listening skills
  • Intermediate to advanced reporting skills.
  • Excellent ability to identify and analyse data for trends
  • Experience in providing performance feedback
  • Excellent time management
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