Quality Assurance Specialist

5 hours ago

Manila, National Capital Region, Philippines beBeeQuality Full time ₱2,400,000 - ₱4,800,000

Job Title: Quality Assurance Specialist

Are you looking to expand your career in quality assurance? This role involves conducting regular audits of service desk interactions, evaluating agent performance, and ensuring compliance with company policies and industry regulations.

Responsibilities:

  • Conduct thorough audits of service desk interactions to assess adherence to quality standards, protocols, and procedures.
  • Evaluate the performance of service desk agents based on predefined metrics such as call handling time, first call resolution rate, customer satisfaction scores, adherence to scripts or guidelines, and accuracy of information provided.
  • Ensure compliance with company policies, industry regulations, and service level agreements (SLAs) by reviewing interactions for adherence to legal, security, and procedural requirements.
  • Provide constructive feedback and coaching to service desk agents based on audit findings to improve performance, enhance customer service skills, and address any identified areas for improvement.
  • Identify recurring issues, trends, or systemic problems affecting service quality and initiate corrective actions or process improvements to address them effectively.
  • Maintain accurate records of audit findings, performance metrics, and improvement initiatives. Generate regular reports to management summarizing audit results, trends, and recommendations for enhancement.
  • Collaborate with service desk managers, team leads, and trainers to develop and deliver training programs focused on improving service quality, communication skills, product knowledge, and adherence to protocols.
  • Assist in the development and refinement of quality assurance standards, evaluation criteria, and performance benchmarks to ensure continuous improvement and alignment with organizational goals.
  • Stay informed about industry best practices, emerging technologies, and evolving customer needs to proactively identify opportunities for enhancing service desk quality and efficiency.

Requirements:

  • At least a Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelor's/College Degree in any field.
  • 2-3 years of experience with quality auditing or process improvement.
  • Proficient in written and verbal communication in English.
  • Attention to detail and problem-solving abilities.
  • Proficiency in service desk tools (e.g., ServiceNow).
  • Proactive, service-minded, and able to multi-task.

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