Quality Assurance Expert

4 hours ago

Iloilo City, Western Visayas, Philippines beBeeQuality Full time ₱6,000 - ₱9,000

Quality Assurance Specialist

As a Quality Assurance Specialist, you will be responsible for monitoring and evaluating various aspects of our operations to ensure quality standards are met. Your role will involve assessing customer experiences through inbound and outbound calls, as well as email responses. You will evaluate associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Responsibilities include:

  • Scoring each call from 1 to 5 in different KPIs: communication, approach, resolution correctness, areas for improvement, and accurate information recall.
  • Identifying opportunities for improvement for team members.
  • Providing written feedback to clients in real-time, with clear instructions on whom the feedback is intended for.
  • Creating and managing a QA scorecard form, adhering to a provided template.
  • Developing a QA score dashboard to visualize teammate performance and progress.
  • Participating in regular calls to share insights into AE scores, trends, and suggestions.

Requirements for this role include:

  • At least 3 years of Quality Assurance experience.
  • Excellent communication and time management skills.
  • Ability to multitask, prioritize projects, work independently, and maintain organization.
  • Proficiency in Excel and Google Suite (Docs, Sheets, Slides, Gmail).
  • Trustworthiness and ability to maintain confidential information.
  • Strong listening, verbal, written, and interpersonal communication skills.
  • Attention to detail.
  • Good judgment and decision-making abilities.
  • Effective time management in a fast-paced, deadline-driven environment.
  • Knowledge of Microsoft Office Suite products.
  • Adaptability, prioritization, and ability to thrive in a fast-paced environment.

Home office requirements include:

  • A stable internet connection with at least 50 Mbps postpaid speed.
  • A computer with at least 16GB RAM and an Intel i5 core processor or equivalent.
  • A noise-cancelling headset.
  • A backup internet connection and power outage backup.
  • Dual monitors.

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