Quality Assurance Specialist

3 weeks ago


Metro Manila Philippines Big Loan Full time

Overview Quality Assurance Specialist - CSR/ Online Sales Local Account Responsibilities Performs call monitoring and provides quality related reports of agent performance for Customer Service Representative and Online Sales Local Account. Serves as point of contact for quality issues and questions. Prepares metrics/KPI reports and interacts with operations regarding quality improvements. Provides performance feedback and input on all monitored calls and customer interactions (Chat, Email, Process documentation, etc.) to increase service quality. Attends internal and external process calibration sessions as required. Identifies and highlights failure modes in the process and unethical practices/behavior and communicates them to managers. Coaches and provides constructive feedback on proper processes and techniques. Requirements At least 2 years experience as Quality Assurance Specialist for Call Center operations, ideally with financial account/program background. Excellent verbal, written and interpersonal communication skills. Flexible when it comes to schedule. Excellent communication and presentation skills. Critical thinking skills. Language proficiency (can communicate well in both Filipino and English). Ability to coach and provide constructive feedback to agents. Seniority level Associate Employment type Full-time Job function Quality Assurance, Analyst, and Training #J-18808-Ljbffr



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