Technical Quality Assurance Specialist

4 weeks ago


Cebu City, Central Visayas, Philippines Interactech Solutions Inc. Full time
Job Summary:
A challenging opportunity has arisen for a skilled Technical Quality Assurance Specialist to join our team at Interactech Solutions Inc. In this role, you will be responsible for ensuring the highest level of quality in customer interactions by monitoring, evaluating, and scoring inbound chats based on company standards.

About Us:
Interactech Solutions Inc. is a dynamic organization dedicated to delivering exceptional customer experiences through innovative solutions. We are committed to fostering a collaborative work environment that encourages growth and development.

Key Responsibilities:
* Monitor and evaluate inbound chats against established quality assurance standards* Review and score open and closed customer issues tickets against quality assurance instruments and standards* Participate in calibration of feedback sessions, employee communication sessions, and/or creation of communication tools to drive continuous improvement* Support business goals, quality standards, processes, and policies* Ensure Customer Service Representatives adhere to pre-determined quality assurance standards and standard operating procedures* Conduct/training sessions (as needed) to enhance skills and knowledge* Provide performance expectations, action plans, and development plans to improve CSR performance

Requirements:
* Experience in checking, auditing, and rectifying errors/mistakes made by CSRs during customer interactions* Excellent written and verbal communication skills in English and Tagalog* Strong computer skills and knowledge of QA databases and applications used* Strong analytical and problem-solving skills* Meticulous attention to detail* Strong team player with good collaboration skills* Ability to work under pressure and meet deadlines

What We Offer:
* Competitive salary range: $50,000 - $65,000 per annum* Opportunities for professional growth and development* Collaborative and dynamic work environment* Recognition and rewards for outstanding performance

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