Quality Assurance Specialist

5 days ago

San Fernando, Central Luzon, Philippines Probe CX Full time

Job Purpose:

A Customer Experience Quality Manager plays a crucial role in ensuring that banking services meet established quality standards. This involves identifying and addressing improvement opportunities through quality checking to ensure compliance, accuracy, and efficiency.

Duties and Responsibilities:

  • Listen and rate conversations held between team members and customers against quality standards.
  • Analyse observations gathered and provide feedback to the team and their managers on the quality of their performance.
  • Liaise with department heads and clients to ensure quality is aligned with training and operations.
  • Remediate identified opportunities in a timely manner.
  • Clear reviews daily and raise incidents as required.
  • Conduct root cause analysis and provide insights.

Qualifications and Key Competencies:

  • At least 6 months of experience in quality assurance or a similar role, preferably in the banking industry.
  • Experience in phone, email, and live chat support for at least 6 months, preferably in banking or a similar industry.
  • Strong problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction.
  • Excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders.
  • Resourceful, able to multitask, and has high attention to details.
  • Self-motivated and able to work independently as well as contribute to cross-functional and global teams.
  • Able to constructively challenge, consult, and advise while maintaining excellent relationships across a broad range of stakeholders.
  • Flexible and able to quickly adjust to frequent process and information changes.
  • Ability to work under pressure and tight deadlines.
  • Proficient in using MS/Google suite applications (Excel, PowerPoint, Word, etc.).

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