Quality Assurance Professional

1 day ago

Cebu City, Central Visayas, Philippines beBeeQuality Full time ₱520,000 - ₱740,000
Quality Assurance Role

The Quality Assurance position is responsible for evaluating the performance quality of associates who interact with customers. This individual will monitor various interactions to assess demeanor, technical accuracy, and customer service performance. They will also assist in developing quality processes and procedures to improve the overall customer experience.

Key Responsibilities
  1. Perform quality reviews and audits of interactions.
  2. Participate in designing evaluation formats and establishing quality standards.
  3. Provide trend data to management based on evaluations.
  4. Conduct work studies with associates to identify process gaps.
  5. Assist with testing new tools and processes.
  6. Track performance metrics at both team and individual levels.
  7. Monitor customer responses for quality.
  8. Participate in listening programs to identify needs and expectations.
  9. Provide actionable data to internal support groups as needed.
  10. Coordinate calibration sessions for staff.
  11. Offer feedback to supervisors and managers.
  12. Analyze internal and external quality reports for review.
Qualifications
  • Minimum of 2 years of experience in a similar environment.
  • Excellent communication and interpersonal skills.
  • Strong customer service skills and dedication to customer satisfaction.
  • Self-motivated and proactive attitude.
  • Focus on quality and customer satisfaction.
  • Exceptional listening and analytical skills.
  • Strong time management skills.
  • Ability to interact effectively at all levels.
  • Ability to multitask and thrive in a fast-paced environment.
  • Adaptability to change and ability to adjust priorities.
  • Proficiency in MS Office and database software.

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