Quality Assurance Specialist

3 hours ago


Cebu City, Central Visayas, Philippines Interactech Solutions Inc. Full time

Job Description

We are seeking a highly skilled Quality Assurance Specialist to join our team at Interactech Solutions Inc.

About the Role:

The successful candidate will be responsible for monitoring and evaluating all inbound chats based on our company standard operation procedure and guideline.

This includes reviewing, evaluating, and scoring open and closed customer issues tickets against established quality assurance instruments and standards.

The ideal candidate will also participate in calibration of feedback sessions, employee communication sessions, and/or creation of communication tools to provide ongoing improvement.

Main Responsibilities:

  • To ensure that CSRs adhere to pre-determined quality assurance standards and business standard operating procedures;
  • To conduct/lead training sessions as needed;
  • To provide performance expectations, action plans, and development plans to improve every CSR's chat quality in line with company and management standards;
  • To provide accurate and timely reports on chat quality, productivity, availability, and other key metrics as determined.

Requirements:

  • At least 1 year of experience in checking, auditing, and rectifying errors made by CSRs when interacting with customers;
  • Excellent written and verbal communication skills, both in English and Tagalog;
  • Strong computer skills and knowledge of QA databases and applications used;
  • Strong analytical and problem-solving skills;
  • Meticulous attention to detail;
  • Able to work effectively as part of a team.

Salary Range: $50,000 - $70,000 per year, depending on qualifications and experience. Benefits include comprehensive health insurance, paid vacation time, and professional development opportunities.



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