Quality Assurance Specialist

19 hours ago

Quezon City, National Capital Region, Philippines beBeeQuality Full time ₱150,000 - ₱250,000
Job Description

Evaluate, document, and report the quality of customer interactions through standardized call and transaction monitoring.

Provide specific feedback to supervisory staff regarding agent performance.

Participate in internal/external calibrations to ensure a thorough understanding of client requirements.

Responsibilities
  • Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards.
  • Provide feedback on agent areas of opportunity for their team members.
  • Responsible for completing required number of quality reviews for each agent based on performance guidelines.
  • Document all observations thoroughly by maintaining observation forms and database.
  • Participate in internal and external client monitoring/calibration sessions.
  • Responsible for handling agent-level calls to maintain personal knowledge of programs.
  • Support the Quality Management (QM) Program in identifying opportunities to improve service quality.
  • Understand and comply with all policies, procedures, and regulations relating to job duties.
Requirements

The ideal candidate will have:

  • Entry-level experience in quality assurance or a related field.
Employment Type

This is a full-time position.

Industry

IT Services and IT Consulting.

About the Job

This role is an excellent opportunity for individuals who are passionate about quality and customer satisfaction.

We offer a dynamic work environment and opportunities for growth and development.

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