Performance Quality Specialist

2 days ago

Cebu City, Central Visayas, Philippines beBeeQuality Full time ₱800,000 - ₱1,200,000
Job Title: Quality Assurance Specialist

In this key role, the Quality Assurance Specialist will be responsible for evaluating the performance quality of NOC associates who interact with customers. The specialist will monitor inbound and outbound calls, cases, dispatches, and email responses to assess associate demeanor, technical accuracy, customer service performance, and compliance with company policies and procedures.

Key Responsibilities:
  • Evaluate the performance quality of NOC associates through regular audits and monitoring.
  • Assist in designing call monitoring formats and establishing quality standards.
  • Provide trend data to management based on audits and quality monitoring.
  • Conduct work studies with associates to identify process gaps.
  • Assist with user acceptance testing (UAT) for new tools and processes.
  • Track performance metrics at both team and individual levels within the NOC.
  • Monitor NOC email responses for quality.
  • Participate in customer and client listening programs to identify needs and expectations.
  • Provide actionable data to internal support groups as needed.
  • Coordinate and facilitate call calibration sessions for NOC staff.
  • Offer feedback to NOC supervisors and managers.
  • Analyze internal and external quality reports for management review.
  • Determine corrective actions to address program errors.
  • Develop procedural documentation for internal use.
Qualifications:
  • Minimum of 2 years of experience in a NOC environment.
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills and dedication to customer care.
  • Self-motivated and proactive attitude.
  • Focus on quality and customer satisfaction.
  • Exceptional listening and analytical skills.
  • Strong time management skills.
  • Ability to interact effectively at all organizational levels.
  • Ability to multitask and thrive in a fast-paced, team-oriented environment.
  • Adaptability to change and ability to adjust priorities.
  • Proficiency in MS Office and database software.

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