Career Opportunity: Quality Assurance Specialist

22 hours ago

Caloocan City, National Capital Region, Philippines beBeeQuality Full time ₱5,000,000 - ₱9,000,000
Quality Assurance Specialist

Support the quality assurance function to deliver exceptional support to our customers.

  • Interpret, build upon, and comply with quality assurance standards
  • Document quality assurance activities with internal reporting and audits
Duties and Responsibilities
  • Review agents' conversations ensuring compliance with quality standards, guidelines, and procedures
  • Maintain audit, coaching, and performance logs
  • Document audit observations, such as red flags and non-compliant agent behaviors
  • Develop and support documentation for training and operations
  • Contribute to call calibration sessions
  • Participate in team meetings to discuss agent evaluation feedback and implementation of quality management strategies
  • Provide training to team members and conduct coaching sessions whenever necessary
  • Identify issues, analyze performance, and communicate trends to the QA Manager
  • Serve as an intermediary for escalations between agents and customers
Requirements
  • 1+ year of experience as a Quality Assurance Analyst specializing in Customer Service and Sales within a voice campaign, accumulating 2-3 years of experience
  • Experience working independently with minimal supervision
  • Strong analytical and problem-solving skills and meticulousness
  • Excellent communication skills in writing and speaking
  • Capability to submit high-quality deliverables accurately and within the agreed timeline
  • Proven track record of consistently meeting and exceeding set goals
Preferred Qualifications
  • Ability to understand and speak the Spanish language is a plus
  • Experience in a training and coaching environment is an advantage
  • Proficiency in Google Workspace, Microsoft, and Salesforce
About Us

We strive to support local communities through our services. We celebrate every happy customer and aim to provide the best provider recommendation.

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