Quality Assurance Professional

1 day ago

Cebu City, Central Visayas, Philippines beBeeQuality Full time

Job Title: Quality Assurance Specialist

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  • We are seeking a qualified Quality Assurance Specialist to join our team.
">Job Summary

The Quality Assurance Specialist is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, providing insight to customers to contribute to program performance improvements.

">Key Responsibilities:
  • Monitors, evaluates, and audits a sampling of inbound and/or outbound calls and other contact methods including chat and email;
  • Meets departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate business stakeholders (quality leadership, delivery team, client, account management, and resource unit partners);
  • Participates in calibration sessions/call listening sessions with quality staff, delivery, and clients to ensure scoring consistency and best practices;
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes;
  • Maintains strong program knowledge base; basic understanding of client products, services, and/or program strategies;
  • Participates in quality task forces with business stakeholders (quality leadership, operations, client, account management, and resource unit partners); complete phone time to keep current on programs (as applicable);
  • Contributes to maintaining forms and legends documents;
  • Supports management focus on review of key drivers, metrics, and operational processes (including training) that drive balanced scorecards and count profitability goals;

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