Quality Assurance Specialist

6 days ago


Iloilo City, Western Visayas, Philippines Transcom Worldwide Philippines, Inc. Full time

Share

Job DescriptionGovernment Mandated Benefits

13th Month Pay

Insurance Health & Wellness

HMO

Retirement Plan

Maternity & Paternity Leave

Description

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.

Responsibilities

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 meetings (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 complaints/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 recommendations 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 with Pre-30 agents upon assignment

Quality

  • Calibrating with QPM, QM, Team Leaders, Business Managers, and client at regular intervals, monitoring transactions and analyzing transaction monitoring results.
  • Ensuring through follow-up that action plan objectives have been met, feedback quality and performance 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 meetings (e.g. overflow).
  • Completing any quality reporting for documentation purposes (Tracker, Forms, etc.)
Requirements

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 behavior-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)
Working Location

If the position requires you to work overseas, please be vigilant and beware of fraud.

#J-18808-Ljbffr

  • Iloilo City, Western Visayas, Philippines HealthyBOS Full time

    **Job Overview**We are seeking a highly skilled Quality Assurance Specialist to join our team at HealthyBOS.The successful candidate will be responsible for ensuring the highest standards of quality and consistency across all engagements. They will work closely with cross-functional teams to identify areas for improvement and implement process...


  • Iloilo City, Western Visayas, Philippines Stealth Monitoring, Inc. Full time

    Stealth Monitoring is looking for talented individuals like you Be the next Quality Assurance Specialist - Apprentice.Stealth'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...


  • Iloilo City, Western Visayas, Philippines Stealth Monitoring, Inc. Full time

    Stealth Monitoring, Inc. is seeking a talented Quality Assurance Professional to join our team as an Incident Investigation Specialist.About the RoleThe Incident Investigation Specialist will be responsible for investigating incidents that occur at properties monitored by our Monitoring Center. This role requires a strong analytical mindset and excellent...


  • Iloilo City, Western Visayas, Philippines Bestank Manufacturing Corporation Full time

    Job Title: Quality Assurance DirectorWe are seeking a highly experienced Quality Assurance Director to lead our Quality Management System (QMS) initiatives.Main Responsibilities:Develop and implement QMS policies and procedures to ensure compliance with regulatory requirements.Conduct regular audits and assessments to identify areas for process...


  • Bacolod City, Western Visayas, Philippines 3D Blocks Construction Full time

    Job OverviewWe are seeking a highly skilled Quality Assurance Specialist to join our team at 3D Blocks Construction.About the RoleThis position is responsible for ensuring project quality by developing and implementing QA/QC procedures. You will conduct inspections and audits to verify compliance with standards, identify and resolve quality-related issues...


  • Iloilo City, Western Visayas, Philippines Gratitude Philippines Full time

    **Job Description**We are seeking a highly skilled and experienced Quality Assurance Professional to lead our team in delivering exceptional service quality. As the ideal candidate, you will have a strong background in BPO operations and at least 2 years of experience in quality management.Key Responsibilities:Develop and implement strategies to improve...


  • Iloilo City, Western Visayas, Philippines SMDC Full time

    Quality Assurance Quality Control Supervisor1 day ago Be among the first 25 applicantsJob Responsibilities:In coordination with the Project Management Manager, control and monitor compliance of all project sites and their activities related to Quality Management System (QMS).Oversee the implementation of the Project Execution Plan at project sites and...


  • Iloilo City, Western Visayas, Philippines SMDC Full time

    About the RoleThis is an exciting opportunity for a highly skilled and experienced QA/QC Supervisor to join SMDC as a key member of our team.As a QA/QC Supervisor, you will play a crucial role in ensuring that all project sites comply with our quality management system (QMS) and are in accordance with applicable codes and standards.You will be responsible...


  • Iloilo City, Western Visayas, Philippines Gratitude Philippines Full time

    About UsGratitude Philippines is committed to delivering high-quality services that exceed our clients' expectations. Our team is dedicated to driving excellence and innovation in all aspects of our work.Job OverviewThis role plays a critical part in our organization's success by leading the development and implementation of strategies to drive quality...


  • Iloilo City, Western Visayas, Philippines Transcom Worldwide Philippines, Inc. Full time

    Job DescriptionAbout the RoleThe QA Specialist plays a vital role in ensuring the quality of our campaigns while maintaining effectiveness and target efficiency. This involves conducting audits, investigations, reviews, recommendations, and communication to meet client requirements.As a QA Specialist, you will be responsible for monitoring, listening,...


  • Cebu City, Central Visayas, Philippines Med Supply US Full time

    Job Summary:The Quality Assurance Specialist will be responsible for ensuring that our services meet all necessary quality standards, with a particular focus on monitoring and improving the quality of agent calls. This role involves reviewing call recordings, identifying issues, providing feedback, and developing strategies to enhance overall service...


  • Cebu City, Central Visayas, Philippines Shearwater CPO® - Home of Clinicians Full time

    Job DescriptionAt Shearwater CPO®, we are seeking a highly skilled Quality Assurance Specialist to join our team of dedicated clinicians. As a QA Specialist, you will play a vital role in ensuring the accuracy and quality of information delivery.Key Responsibilities:Monitoring and auditing work processes to ensure compliance with clinical operations...


  • Mandaue City, Central Visayas, Philippines ALEPH TALENT SOLUTIONS CORPORATION Full time

    Job OverviewA trusted name in the food manufacturing industry, is looking for a meticulous and proactive QA Specialist to join our growing team. If you have a passion for quality assurance, food safety, and continuous improvement, we want to hear from you.We are seeking an experienced professional with expertise in developing and implementing quality...


  • Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Job DescriptionWe are seeking a highly skilled Quality Assurance Specialist to join our team at TASQ Staffing Solutions. In this role, you will be responsible for ensuring the quality of our services and products.Key Responsibilities:Develop and implement quality control processes to ensure high-quality service delivery.Analyze data to identify areas for...


  • Iloilo City, Western Visayas, Philippines Plaza Libertad Medical Specialist Center Full time

    At Plaza Libertad Medical Specialist Center, we are seeking a skilled Diagnostic Imaging Specialist to join our team.Key Responsibilities:Perform diagnostic imaging procedures, such as X-rays and CT scans, under the guidance of physicians.Ensure patient safety and comfort throughout the imaging process.Operate radiologic equipment to capture high-quality...


  • Iloilo City, Western Visayas, Philippines Transcom Worldwide Philippines, Inc. Full time

    About the JobJob SummaryWe are seeking a highly skilled Quality Assurance Specialist to join our team at Transcom Worldwide Philippines, Inc. As a QA Specialist, you will be responsible for ensuring the quality of our campaigns while maintaining effectiveness and target efficiency.Your primary goal will be to monitor, listen, record, and evaluate agent phone...

  • Quality Assurance

    6 days ago


    Bacolod City, Western Visayas, Philippines 3D Blocks Construction Full time

    Quality Assurance / Quality Control Officer (Licensed Architect)Be among the first 25 applicantsDirect message the job poster from 3D Blocks ConstructionResponsibilities:Develop and implement QA/QC procedures to ensure project quality.Conduct inspections and audits to verify compliance with standards.Identify and resolve quality-related issues during...


  • Cebu City, Central Visayas, Philippines HawodTech Solutions Full time

    Senior Quality Assurance SpecialistWe are looking for a Senior Quality Assurance Specialist to join our team at HawodTech Solutions. The ideal candidate will have 4+ years of experience architecting and implementing test automation frameworks for mobile and web applications.In this role, you will collaborate with Scrum Teams to develop and execute test...


  • Cebu City, Central Visayas, Philippines CallTek Full time

    We are seeking a meticulous and diligent Quality Assurance Specialist to join our team. This role focuses on ensuring the accuracy, compliance, and quality of patient care documentation, with a particular emphasis on adherence to Medicare guidelines. As the Quality Assurance Specialist, you will audit documents, provide training, and collaborate with various...


  • Cebu City, Central Visayas, Philippines Med Supply US Full time

    Job Summary:The Medical Service Quality Expert will be responsible for ensuring that our medical services meet all necessary quality standards, with a particular focus on monitoring and improving the quality of interactions between customers and agents. This role involves reviewing service recordings, identifying issues, providing feedback, and developing...