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LeadAdvisors Quality Assurance Specialist

1 week ago

Quezon City, National Capital Region, Philippines LeadAdvisors Full time
Job Summary

We are seeking a highly skilled Quality Assurance Specialist to join our team at LeadAdvisors. As a Quality Assurance Specialist, you will play a vital role in ensuring the highest standards of quality in our operations. You will be responsible for monitoring and evaluating customer interactions to ensure that they meet our service standards.

The successful candidate will have a minimum of 1 year of experience in quality assurance, with at least 2 years of experience in the BPO industry. They will be proficient in QA tools, methods, and concepts of quality assurance. A solid knowledge of relevant regulatory standards is also required. Good communication skills, both verbal and written, are essential. Excellent data collection and analysis skills are necessary for this role, as well as strong attention to detail and thoroughness.

Key Responsibilities:
  • Monitor and evaluate inbound and outbound calls for quality assurance.
  • Assess call center agents' adherence to scripts, policies, and procedures.
  • Provide constructive feedback and coaching to agents to enhance performance.
  • Identify training needs and assist in developing training programs.
  • Maintain accurate records of all call evaluations and feedback.
  • Collaborate with team leaders and managers to develop strategies for improving call quality.
  • Prepare quality reports and analyze data to identify trends and areas for improvement.
  • Addressing and discussing issues and proposed solutions with superiors.

What We Offer:
LeadAdvisors offers a dynamic and challenging work environment, opportunities for growth and development, and competitive compensation and benefits.