Senior Quality Assurance Specialist

8 hours ago

Lipa City, Calabarzon, Philippines beBeeQuality Full time ₱3,500,000 - ₱5,000,000
Job Title: Quality Assurance Professional

Our company is seeking a skilled Quality Assurance Analyst to join our team. This individual will play a crucial role in ensuring the highest level of customer satisfaction and quality assurance throughout our organization.

Responsibilities:
  • Monitor and evaluate customers' experiences, assessing associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
  • Provide feedback to call center team leaders and managers.
  • Score each call from 1 to 5 in different KPIs: communication, approach, was the resolution correct, what could be improved, and recollected all info.
  • Find areas of opportunity for each teammate.
  • Provide feedback in written form to the client in real-time.
  • Create/manage a QA scorecard form.
  • Create a QA score dashboard to visualize each teammate's performance and improvement.
Requirements:
  • At least 3 years of Quality Assurance experience.
  • Excellent communication and time management skills.
  • Ability to multi-task projects, establish priorities, work independently, and organize effectively.
  • Proficiency in Excel and Google Suite Apps (Docs, Sheets, Slides, Gmail).
  • Must be trustworthy and able to keep confidential information contained.
  • Excellent listening, verbal, written, and interpersonal communication skills.
  • Keen attention to detail.
  • Good judgment and decision-making capabilities.
  • Effective time manager who can perform in a fast-paced, deadline-oriented environment.
  • Knowledge of Microsoft Office Suite Products.
  • Ability to organize, prioritize, adapt to change, and work in a fast-paced environment.
Home Office Requirements:
  • Stable internet connection with at least 50 Mbps postpaid.
  • Computer (at least 16GB RAM and Intel i5 core processor equivalent or above).
  • Noise Cancelling Headset.
  • Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup.
  • Dual Monitor.

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