Quality Assurance Specialist
3 weeks ago
TASQ Staffing Solutions is seeking a Quality Assurance Specialist to work in a dynamic environment. The ideal candidate will have a strong background in quality assurance and be able to analyze data to identify areas for improvement.
Key Responsibilities:
Conduct transaction and call monitoring to ensure quality standards are met.
Provide guidance and feedback to agents to improve performance.
Conduct Root Cause Analyses (RCAs) and communicate results to Operations for action planning.
Identify training requirements and collaborate with relevant teams.
Participate in calibration sessions to ensure evaluation consistency.
Process transactions and handle calls to maintain proficiency in the process domain.
Conduct process audits to verify adherence to Standard Operating Procedures (SOPs).
Share audit results in pre and post-shift team meetings.
Requirements:
Bachelor's degree required or previous experience in the BPO Industry.
Familiarity with the 7 basic Quality tools is advantageous.
2-3 years of relevant work experience.
Proficiency in remote collaboration.
Strong attention to detail and analytical skills.
Ability to collaborate effectively with other teams to achieve common goals.
Willingness to work full-time onsite in a BGC Taguig location.
Interviews will be conducted over the phone.
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