Call Center Quality Specialist

3 days ago


Quezon City, National Capital Region, Philippines E-Solutions IT Services Full time
Job Description
E-Solutions IT Services is seeking a Call Center Quality Specialist to join our quality team. The successful candidate will have a strong background in quality management, excellent communication and coaching skills, and the ability to work effectively in a fast-paced contact center environment. This is an exciting opportunity to join a dynamic team and contribute to the development of a world-class contact center.

Key Responsibilities
  • Monitor customer interactions to ensure adherence to quality standards, compliance policies, and best practices.
  • Analyze QA reports, customer feedback, and key performance indicators (KPIs) to identify trends and areas for improvement.
  • Assist in supporting internal and external audits by providing necessary documentation and reports.
  • Conduct training sessions on quality standards and best practices.

Requirements
This role requires a strong understanding of quality management principles, excellent communication and coaching skills, and the ability to work effectively in a fast-paced contact center environment.

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