Quality Assurance Specialist BPO

3 weeks ago


Mandaluyong City, National Capital Region, Philippines Solid Lyndelle Manpower Services Inc. Full time

Job Description:

    Solid Lyndelle Manpower Services Inc. is seeking a Quality Assurance Specialist BPO to participate in the design of call monitoring formats and quality standards.

    Key Responsibilities:

  • Perform call monitoring and provide trend data to the site management team
  • Use quality monitoring data management system to compile and track performance at team and individual level
  • Perform monitors of customer care email responses
  • Participate in customer and client listening programs to identify customer needs and expectations
  • Provide actionable data to various internal support groups as needed
  • Coordinate and facilitate call calibration sessions for call center staff
  • Provide feedback to call center team leaders and managers
  • Prepare and analyze internal and external quality reports for management staff review

    Requirements:

  • At least 2-3 years Call Center Experience or QA Experience
  • Excellent verbal, written, and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be self-motivator and self-starter
  • Focus on quality and customer service
  • Exceptional listening and analytical skills

    Benefits:

  • Paid training

    Schedule:

  • 8 hour shift
  • Fixed shift
  • Monday to Friday
  • Night shift

    Qualifications:

    Bachelor's Degree

    Skills Required:

    Communication Skills



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