Makati Quality Assurance Professional

2 days ago

Makati City, National Capital Region, Philippines beBeeQuality Full time ₱150,000 - ₱250,000

As a Quality Assurance Representative, you will play a crucial role in ensuring the accuracy, completeness, and consistency of all QA work results. Your duties will include monitoring contact center and member assist calls, reviewing wires, loans, VyChats, escalations, OJT phone time and other transactions.

  • Ensure contact center and member assist calls are properly recorded, including troubleshooting and coordinating with members of contact center management, retail management and OJT Trainers.
  • Evaluate recorded calls and VyChat transcripts for all contact center employees to improve or maintain call quality, review security procedures being followed which are reported monthly for auditing.
  • Continuously calibrate as team, both through scheduled and open dialogue to ensure the consistency of call evaluation that each QA representative performs. Schedule and facilitate monthly leadership calibrations and monthly listening sessions with Contact Center and Retail Management.
  • Perform call and VyChat reviews along with member account research that is referred by Operations Support, Contact Center and Retail Management through escalation research. Evaluates OJT representatives during phone time to ensure security procedures are being followed, and document coaching opportunities.
  • Review wires processed by Contact Center to ensure both wire procedure and security procedures were properly followed.
  • Train other Verint users on Verint systems and coordinate on quality assurance best practices.
  • Create reports using Verint to coordinate trend analysis to contact center management and as requested for Ad Hoc needs.
  • Forward observations of call avoidance and member impacted trends for coaching opportunities.
  • Maintain proficiency in systems including but not limited to ATLAS/Miser, MeridianLink, Quick Assist, Verint (Quality Monitoring Interactions, Reports, Performance Management, Speech Analytics and Form Designer), XIMA, Glia and Microsoft Office Suite.
  • Maintain knowledge of all changes in credit union policies, procedures, service products, to include loan and deposit compliance regulations.
  • Maintains confidentiality and integrity of all member accounts, as well as confidentiality with employees.
  • Performs other duties as assigned.
Required Skills and Qualifications
  • Bachelor's degree in Business Administration or related field.
  • Minimum 1 year experience in Quality Assurance or related field.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment.
  • Knowledge of credit union operations and policies.
Benefits
  • A competitive salary and benefits package.
  • Opportunities for career advancement.
  • A dynamic and supportive work environment.
Others
  • This position requires a high level of accuracy, knowledge, completeness, and professional feedback.
  • The incumbent must be able to maintain confidentiality and integrity of all member accounts, as well as confidentiality with employees.
  • This role plays a critical part in ensuring the quality of our services and maintaining a positive reputation.

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