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Audit and Compliance Specialist

1 week ago

Iloilo City, Western Visayas, Philippines Transcom Worldwide Philippines, Inc. Full time

About the Job

Job Summary

We are seeking a highly skilled Quality Assurance Specialist to join our team at Transcom Worldwide Philippines, Inc. As a QA Specialist, you will be responsible for ensuring the quality of our campaigns while maintaining effectiveness and target efficiency.

Your primary goal will be to monitor, listen, record, and evaluate agent phone calls according to defined rules and processes. You will also be responsible for investigating, reviewing, recommending, and communicating to meet client requirements.

This position requires excellent communication skills, attention to detail, and analytical abilities. If you have a strong background in quality assurance and are passionate about delivering exceptional results, we encourage you to apply.

Key Responsibilities
  • Quality Assurance
    • Conduct regular quality audits to ensure compliance with established standards
    • Investigate and resolve quality issues in a timely and efficient manner
    • Provide feedback and coaching to agents to improve their performance
    • Collaborate with Team Leaders and Business Managers to develop and implement quality improvement initiatives
  • Training and Development
    • Develop and deliver training programs to improve agent performance and quality
    • Design and implement quality-related metrics and reporting tools
    • Conduct regular training sessions for new hires and existing employees
  • Process Improvement
    • Identify areas for process improvement and recommend changes to enhance efficiency and quality
    • Collaborate with cross-functional teams to implement process improvements
    • Analyze data and metrics to measure the impact of process changes