Quality Assurance Specialist

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13th Month Pay

HMO

Retirement Plan

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The QA Specialist provides Quality audits for the campaign while maintaining effectiveness and target efficiency to ensure client requirements are met. Investigations, reviews, recommendations, and communication are primary functions.

The primary role of a QA Specialist is to monitor, listen, record, and evaluate agent phone calls according to the defined rules and processes of Transcom; and to improve customer satisfaction and to act proactively by providing feedback to Operations regarding agent performance. The QA Specialist will ensure the required number for audits for the campaign is completed and the feedback provided to Operations is complete and accurate.

Communication

• Complete internal and external client calibration sessions
• Supporting Team Leaders in setting improvement programs and action plans for CSRs
• Reporting on completed projects and/or reviews (upon requests)
• Escalating quality deficiencies to QL/QM
• Attending internal local meeting (staff or other departments)
• Being a campaign expert for all campaigns in assigned site
• Gathering up-to-date information and integrating feedback into the best practices
• Handle internal and client complaint/escalations

Knowledge Management

• Informing Training, CS, and OPS of any gaps in contact handling or online guides
• Stay well informed with all required campaign information
• Aligning with any new processes created or provided by management

Training

• Providing recommendation to assist in creating new training programs
• Delivering client specific quality training as required to all stakeholders
• Participating in reviews for analysis
• Identifying and reporting any training needs to maintain quality level
• Continuously reviewing procedures and implementing improvements with feedback from the client, and quality department
• Discuss QA process and expectations to Pre-30 agents upon assignment

Quality

• Calibrating with QPM, QM, Team Leaders, Business Managers and client at regular intervals, monitoring transactions and analysing transaction monitoring results.
• Ensuring through follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up and consequence (PDP, action plan).
• Using reporting, if needed, as an extended means to review performance of the team/agents.
• Understanding and supporting clients and company needs and requirements for Quality Improvement.
• Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
• Completing any quality reporting for documentation purposes (Tracker, Forms, etc)

Educational Background:

• University degree or equivalent higher qualification.

Work Experience:

• Have worked in a training, quality and/or operations department.
• Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
• Have a proven and successful track record of effective training in the CRM business or a closely related industry.
• Have experience in monitoring/coaching skills related to behaviour-specific feedback.

Skills Requirements:

• Manage your time effectively and be focused on setting clear objectives and priorities.
• Have worked in a data-driven environment
• Master local language (verbal & written)

Preview

Transcom Worldwide Philippines, Inc. Transcom Worldwide Philippines, Inc.

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