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Quality Assurance Specialist

5 months ago

San Pablo City, Philippines FirstBPO Full time

• 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.