Quality Assurance Expert

1 day ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeAssurance Full time ₱823,987 - ₱1,177,788

The role of a Quality Assurance Analyst is pivotal in guaranteeing customer satisfaction by monitoring and evaluating the performance of call center teams. Key responsibilities include assessing associates' demeanor, technical accuracy, and customer service skills, providing feedback to team leaders and managers.

Responsibilities:

  • Evaluate each call from 1 to 5 in various KPIs: communication, approach, resolution accuracy, and areas for improvement.
  • Identify opportunities for improvement among teammates and provide written feedback to clients in real-time.
  • Create and manage quality scorecards using Excel documents provided by clients.
  • Develop a QA score dashboard to visualize teammate performance and improvement trends.
  • Participate in regular calls to discuss AE scores, trends, and suggestions.

Requirements:

  • At least 3 years of experience as a Quality Assurance Analyst
  • Excellent communication, time management, and multi-tasking skills
  • Proficiency in Excel, Google Suite, and Microsoft Office Products
  • Trustworthiness and ability to maintain confidentiality
  • Effective listening, verbal, written, and interpersonal communication skills
  • Attention to detail and good judgment
  • Ability to work in a fast-paced, deadline-oriented environment

Home Office Requirements:

  • A stable internet connection with at least 50 Mbps postpaid speed
  • A computer with at least 16GB RAM and Intel i5 core processor equivalent
  • Noise Cancelling Headset
  • Backup Internet Connection and Power Outage Backup
  • Dual Monitor

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