Quality Excellence Lead

2 weeks ago

Imus, Calabarzon, Philippines beBeeAssurance Full time $45,000 - $60,000
Job Description:

The Quality Assurance Specialist is responsible for ensuring the quality of customer interactions by monitoring and evaluating calls, emails, and other communication channels. They assess the performance of associates in terms of technical accuracy, customer service, and adherence to company policies and procedures.

Main Responsibilities:

  • Score each call from 1 to 5 based on various Key Performance Indicators (KPIs), including communication, approach, resolution, and improvement opportunities.
  • Identify areas of opportunity for teammates and provide feedback in written form to clients in real-time.
  • Create and manage a QA scorecard form to track performance and improvement.
  • Develop a QA score dashboard to visualize team performance and trends.
  • Participate in regular calls to provide insights into performance metrics and suggest improvements.

Requirements:

  • Minimum 3 years of Quality Assurance experience
  • Excellent communication and time management skills
  • Ability to multitask, prioritize, work independently, and organize effectively
  • Proficiency in Microsoft Office Suite and Google Suite of Apps
  • Strong trustworthiness and ability to maintain confidentiality
  • Keen attention to detail and good judgment
  • Effective time management and adaptability in a fast-paced environment

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