Proactive Quality Assurance Professional

10 hours ago

Quezon City, National Capital Region, Philippines beBeeQuality Full time ₱25,000 - ₱40,000

Job Title: Quality Assurance Specialist

Key Responsibilities:
  • Provide real-time coaching to approvers and share trend data with the Ops lead and QA team.
  • Perform audits and evaluations of campaigns in real time or historically.
  • Use a quality monitoring data management system to track performance at team and individual levels.
  • Participate in calibration sessions and initiate them as necessary.
  • Analyze quality defect trends and errors through first- and second-level analysis.
  • Prepare additional reports, including meeting minutes and calibration reports.
  • Apply information and analysis for quality improvement.
  • Attend team meetings and process reviews, providing feedback on quality issues.
  • Conduct teach-back sessions, QA coaching, and refresher training sessions.
  • Coordinate with Operations Team Leaders to discuss error trends and agent performances.
  • Ensure quality results are documented and communicated to Management for action.
  • Utilize escalation data to track and trend issues for management intervention.
Requirements:
  • Bachelor's degree holder in any course.
  • Knowledge of customer service practices.
  • At least 1 year of previous experience in Customer Service (Voice or Non-Voice).
  • Experience in conducting research and analytics, supported by strong computer proficiency skills.
  • Experience in mediation and conflict resolution techniques.
  • C rating in EFSET Testing.
  • Basic knowledge in Microsoft Excel formulas and MS Powerpoint.
Employment Details:
  • Seniority level: Entry Level.
  • Employment type: Contract.
  • Job function: Analyst, Customer Service, and Other.

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