Quality Assurance Specialist II

3 weeks ago

Pasig, Philippines RealPage, Inc. Full time

Join to apply for the Quality Assurance Specialist II role at RealPage, Inc.

Join to apply for the Quality Assurance Specialist II role at RealPage, Inc.

Overview
The

Overview
The Quality Assurance Specialist II is responsible for monitoring and documenting Agent I & II communication quality in support of the departmental quality goals and initiatives. The Quality Assurance Specialist II evaluates both verbal and written customer contact by Agents. They will fairly and consistently review the calls, case documentation and emails of Product Support Agents for accuracy. This Specialist II will also be responsible for coaching agents for success in executing superior service and quality to our customers. They will document call quality results, provide feedback and trend data, to the Product Support Supervisors and Manager as required and coach each Agent for success in executing superior service and quality for our customers.
Responsibilities

  • Ensure that Product Support Agents are delivering a high level of customer service within Product Support guidelines.
  • Monitor Product Support Agent calls for accuracy of information and adherence to call handling standards.
  • Verify that agents are providing accurate solutions to customers and documenting correctly in the CRM system.
  • Review outgoing communication sent to customers for accuracy and quality standards.
  • Verify that agents are providing accurate solutions to customers.
  • Record evaluations utilizing departmental quality monitoring forms.
  • Deliver coaching feedback to agents on call and email performance.
  • Offer ideas in the improvement of quality monitoring forms and quality standards.
  • Provide Supervisors and the Manager with regular proactive performance feedback on the agents.
  • Assist with quarterly CSAT program by working with the Salesforce administrators on the delivery of surveys and then evaluating customer feedback received for Product Support Agents.
  • Prepares and analyzes quality reports for Management review.
  • Primarily in-office support of clients and support agents, with some travel as needed.
Qualifications
  • Bachelor's degree or equivalent combination of education and experience.
  • 1 year of experience as a Product Support Agent.
  • Strong knowledge of customer care processes and techniques with excellent attention to detail.
  • Proven ability to achieve and maintain departmental goals.
  • Professional demeanor, dependable and able to maintain confidential information.
  • Strong verbal and written communication skills including excellent grammar, spelling, and sentence construction.
  • Exceptional analytical, listening, leadership and interpersonal communication skills with a proven ability to coach and mentor others. Must communicate effectively with agents, management, internal departments and clients.
  • Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel).
  • Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents.
  • Demonstrated ability to train and develop new and existing Support agents.
  • Flexible, detailed, and able to successfully adapt to change. Ability to work independently.
  • Ability to work extended hours as needed.
  • Ability to sit or stand for extended periods of time.
Preferred Qualifications
  • 2 years of experience performing Quality Assurance in a call center environment.
  • 1 year of experience in QA role within RealPage Product Support.
  • Experience developing and implementing QA programs.
  • Experience with one on one coaching and/or training.
  • Experience in helping create and implement agent development/action plans.
Seniority level
  • Seniority level Entry level
Employment type
  • Employment type Full-time
Job function
  • Job function Quality Assurance
  • Industries Software Development

Referrals increase your chances of interviewing at RealPage, Inc. by 2x

Sign in to set job alerts for “Quality Assurance Specialist” roles.

National Capital Region, Philippines 1 week ago

Pasig, National Capital Region, Philippines 1 month ago

Pasig, National Capital Region, Philippines 4 days ago

Quality Assurance Analyst (Customer Due Diligence) - Operations Support, SeaBank

Manila, National Capital Region, Philippines 21 hours ago

(Philippines) Quality Assurance Specialist Quality Assurance Analyst (Customer Service) - Operations Support, SeaBank

Manila, National Capital Region, Philippines 4 days ago

Mandaluyong, National Capital Region, Philippines 2 weeks ago

Quality Assurance (QA) Analyst - Ecommerce

Muntinlupa City, National Capital Region, Philippines 1 month ago

Taguig, National Capital Region, Philippines 19 hours ago

National Capital Region, Philippines 1 month ago

Quality Assurance Analyst (Customer Service) - Operations Support, SeaBank

Manila, National Capital Region, Philippines 3 days ago

Makati, National Capital Region, Philippines 4 days ago

Quality Assurance Associate (Back-Office) | Onsite | Nightshift

Quezon City, National Capital Region, Philippines 4 days ago

Mandaluyong, National Capital Region, Philippines 2 months ago

Quality Assurance Analyst (Junior Level)

Makati, National Capital Region, Philippines 6 days ago

Makati, National Capital Region, Philippines 1 day ago

Pasig, National Capital Region, Philippines 4 days ago

Makati, National Capital Region, Philippines 6 days ago

Makati, National Capital Region, Philippines 6 days ago

National Capital Region, Philippines 3 months ago

Quezon City, National Capital Region, Philippines 1 week ago

Taguig, National Capital Region, Philippines 3 days ago

Quezon City, National Capital Region, Philippines 3 days ago

Makati, National Capital Region, Philippines 4 weeks ago

Quality Assurance Analyst (Customer Due Diligence) - Operations Support, SeaBank

Manila, National Capital Region, Philippines 3 days ago

Senior Analyst, Quality Assurance & Knowledge Management

Mandaluyong, National Capital Region, Philippines 2 weeks ago

Quality Assurance Analyst (Transaction Monitoring) - Operations Support, SeaBank

Manila, National Capital Region, Philippines 2 weeks ago

Quezon City, National Capital Region, Philippines 8 months ago

Quality Assurance Analyst (Transaction Monitoring) - Operations Support, SeaBank

Manila, National Capital Region, Philippines 2 days ago

National Capital Region, Philippines 4 hours ago

Quezon City, National Capital Region, Philippines 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

  • Quality Assurance Spec II

    3 weeks ago

    Pasig, Philippines RealPage, Inc. Full time

    Overview The Quality Assurance Specialist II is responsible for monitoring and documenting Agent I & II communication quality in support of the departmental quality goals and initiatives. The Quality Assurance Specialist II evaluates both verbal and written customer contact by Agents. They will fairly and consistently review the calls, case documentation and...

  • Quality Assurance Spec II

    14 hours ago

    Pasig, National Capital Region, Philippines RealPage, Inc. Full time ₱900,000 - ₱1,200,000 per year

    OverviewThe Quality Assurance Specialist II is responsible for monitoring and documenting Agent I & II communication quality in support of the departmental quality goals and initiatives. The Quality Assurance Specialist II evaluates both verbal and written customer contact by Agents. They will fairly and consistently review the calls, case documentation and...

  • Quality Assurance Spec II

    3 days ago

    Pasig, National Capital Region, Philippines RealPage, Inc. Full time ₱250,000 - ₱500,000 per year

    OverviewTheQuality Assurance Specialist IIis responsible for monitoring and documenting Agent I & II communication quality in support of the departmental quality goals and initiatives. The Quality Assurance Specialist II evaluates both verbal and written customer contact by Agents. They will fairly and consistently review the calls, case documentation and...

  • Quality Assurance Specialist

    2 weeks ago

    Pasig, National Capital Region, Philippines Viventis Search Asia Full time ₱600,000 - ₱660,000 per year

    Job Title: Quality Assurance (QA) SpecialistJob Summary:The Quality Assurance (QA) Specialist is responsible for monitoring and evaluating customer interactions to ensure adherence to company standards and service quality. This role plays a key part in improving customer satisfaction by providing feedback, identifying training needs, and supporting the...

  • Quality Assurance Specialist

    2 days ago

    Pasig, National Capital Region, Philippines ECAM Full time ₱1,200,000 - ₱2,400,000 per year

    ECAM is looking for talented individuals like you Be the next Quality Assurance Specialist.ECAM's Quality Assurance Specialist (QAS) is responsible for investigating incidents that happened at properties monitored by the Monitoring Center. Root cause analysis is performed to determine the root cause, corrective action and preventive action which will be...

  • Implementation Specialist II

    6 days ago

    Pasig, National Capital Region, Philippines RealPage, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Overview The Implementation Specialist II for RealPage Accounting is responsible for reviewing historical data from the customer's legacy accounting system, populating it into import file templates and uploading files into RealPage Accounting. Data includes general ledger accounts, vendors, accounts payable, beginning balances and 1099 information. An...

  • Quality Assurance

    3 weeks ago

    Pasig, Philippines Creditable Lending Corporation Full time

    The Quality Assurance Specialist in a lending company plays a vital role in ensuring the accuracy, efficiency, and compliance of all lending processes and operations. The primary responsibility is to monitor and evaluate the quality of services provided to clients, ensuring that they meet industry standards, legal regulations, and internal company...

  • Quality Assurance Analyst

    4 weeks ago

    Pasig, National Capital Region, Philippines SMDigital Full time

    The Quality Assurance Analyst will monitor inbound and outbound calls, and email responses, and evaluate customers' experience. Assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Provides feedback to call center team leaders and managers.Responsibilities:QA Specialist Analyst will...

  • Software Quality Assurance

    3 weeks ago

    Pasig, Philippines Sucre Technology, Inc. Full time

    Overview The Quality Assurance Specialist plays a vital role in upholding our commitment to delivering superior software solutions that exceed client expectations. Key Responsibilities: Develop and implement quality assurance processes: Establish and maintain a robust quality assurance framework within the organization. Define and implement quality...

  • Junior Quality Assurance Specialist

    2 days ago

    Pasig Central Post Office, Philippines xpress Full time ₱900,000 - ₱1,200,000 per year

    As a Junior Quality Assurance Specialist, you will assist in ensuring the quality and performance of our ride-hailing platform through manual and automated testing. You will work closely with senior QA team members and cross-functional teams to identify and report defects and support QA processes.Key Responsibilities:Test Strategy & ExecutionAssist in the...