Quality Assurance and Customer Experience Specialist
2 weeks ago
- Key Responsibilities:
- Ensure adherence to quality assurance standards and standard operating procedures by monitoring, evaluating, and scoring inbound chats.
- Review and evaluate customer issue tickets against established quality assurance instruments and standards.
- Participate in calibration of feedback sessions, employee communication sessions, and creation of communication tools for continuous improvement.
- Support business goals, quality standards, processes, and policies by ensuring CSR adherence to pre-determined quality assurance standards.
- Conduct and lead training sessions as needed.
- Provide performance expectations, action plans, and development plans to improve CSR performance.
- Generate timely and accurate reports on chat quality, productivity, availability, and other key metrics.
- Requirements:
- Experience in checking, auditing, and rectifying errors made by CSRs during customer interactions.
- Excellent communication skills in English and Tagalog, both written and verbal.
- Strong computer skills and knowledge of QA databases and applications.
- Strong analytical and problem-solving skills.
- Meticulous attention to detail.
- Strong team player with good communication skills.
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