Quality Assurance Specialist
4 weeks ago
Quality Assurance Specialist
The Role
The Quality Assurance Specialist monitors agent performance, provides feedback to ensure quality, customer satisfaction, and compliance, and generates reports to track progress and identify trends. They also maintain evaluation files, attend meetings and calibration sessions, and communicate with stakeholders to ensure consistency and accuracy in evaluation and reporting processes.
- Monitors Agents performance daily by recording, listening to, and evaluating calls based on clients goals and expectations.
- Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met.
- Generates regular evaluation reports and daily communication forms to update process Leaders, agents and management. Follows up on any problems or questions on reports.
- Maintains agents evaluation files to ensure accurate and consistent documentation is kept for dissemination to other departments.
- Capture a significant amount of data which will be constantly analyzed and reported on to determine if trends are occurring that may need indicate a need for action.
- Attends and participates in meetings with supervisors and managers to review monitoring and evaluation tasks.
- Attends and leads in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
- Reports complaints, challenges, obstacles or questions to appropriate departments.
- Communicates with Team Leaders on program changes and communicates actions for feedback purposes.
- Create and sends daily, weekly and monthly quality performance reports
- Performs other duties as assigned.
Basic Requirements
- College degree
- 1 year QA experience for BPO setup.
- Must have blended account experience (Voice and Non Voice)
- Must be amenable to work both Ortigas and Gilmore site
Account Type: Shared QA
Type, Location, Schedule
- Direct and Full-Time Employment
- Gilmore and Pasig
- Shifting Schedule, Onsite Setup
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