Quality Specialist

2 weeks ago


San Pablo City, Calabarzon, Philippines FirstBPO Full time

  • Monitor assigned Staff/Operators and provide feedback to the Reps on the areas that need improvement.
  • Evaluate progress of Staff/Operators performance, quality, etc.
  • Conduct monitoring sessions and communicates changes, updates etc. based on client feedback.
  • Monitor requirements and adhere on a daily/weekly/monthly basis.
  • Review quality assurance concerns with Team Leaders in a timely and effective manner.
  • Respond to QA-related inquiries from Operations and corresponding Departments.
  • Ensure that quality policies and procedures are communicated and followed.
  • Participate in calibration sessions to ensure that all teams are aligned with the set QA guidelines.
  • Complete all required reporting in a timely and effective manner.
  • Finalize reports on audit updates and errors.
  • Assist in setting QA guidelines to be implemented to existing employees and new hires.
  • Maintain Quality Files for agents including Quality Monitoring Forms, Quality Assurance Agreements, and other required documentation
  • Perform other duties as assigned.

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