Quality Assurance Specialist

1 month ago


Cebu, Philippines Neksjob Full time
Job Description

At Neksjob, we are seeking a highly skilled Quality Assurance Analyst to join our team. As a key member of our operations team, you will play a critical role in ensuring the highest level of quality in our customer interactions.

Responsibilities:

  • Monitor customer calls and provide actionable feedback to our agents to improve their performance.
  • Collaborate with our training team to develop and implement effective training programs that enhance agent skills and knowledge.
  • Participate in call calibrations and monitoring sessions with our client and operations team to ensure seamless product support, escalations, and verifications.
  • Coach and develop agents on quality, customer satisfaction, and policies and procedures to drive excellence in our operations.
  • Stay up-to-date with industry best practices and emerging trends in quality excellence, and provide recommendations for process improvements.
  • Generate regular reports and quality updates to inform business decisions and drive continuous improvement.

Qualifications:

  • Proven experience in quality assurance and process improvement in a BPO or collections environment.
  • Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions.
  • Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.

We offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a motivated and results-driven professional with a passion for quality excellence, we encourage you to apply for this exciting opportunity.



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