Quality Assurance Specialist BPO

4 weeks ago


Mandaluyong City, National Capital Region, Philippines Solid Lyndelle Manpower Services Inc. Full time
Job Title: Quality Assurance Specialist BPO

We are seeking a highly skilled Quality Assurance Specialist BPO to join our team at Solid Lyndelle Manpower Services Inc.

About the Role:

The Quality Assurance Specialist BPO will be responsible for ensuring the highest level of quality in our call center operations. This includes designing call monitoring formats and quality standards, performing call monitoring, and providing trend data to the site management team.

Key Responsibilities:
  • Participate in the design of call monitoring formats and quality standards.
  • Perform call monitoring and provide trend data to the site management team.
  • Use quality monitoring data management system to compile and track performance at team and individual level.
  • Perform monitors of customer care email responses.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Provide actionable data to various internal support groups as needed.
  • Coordinate and facilitate call calibration sessions for call center staff.
  • Provide feedback to call center team leaders and managers.
  • Prepare and analyze internal and external quality reports for management staff review.
Requirements:
  • At least 2-3 years Call Center Experience or QA Experience.
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Must be self-motivator and self-starter.
  • Focus on quality and customer service.
  • Exceptional listening and analytical skills.
Benefits:
  • Paid training.
  • 8 hour shift.
  • Fixed shift.
  • Monday to Friday.
  • Night shift.
Qualifications:
  • Bachelor's Degree.
  • Communication Skills.


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