Call Center Quality Assurance Professional

1 day ago

Quezon City, National Capital Region, Philippines beBeeCallCenter Full time ₱150,000 - ₱250,000
Quality Assurance Specialist

The role involves assessing call quality to ensure that customer service representatives deliver their responsibilities in accordance with the company's quality standards and methodologies.

This position requires monitoring of calls, generating reports, and providing timely and accurate data for quality measurement databases. The specialist will also interface with supervisors, reps, and other departments to identify areas for improvement and provide recommendations.

Key responsibilities include:

  • Monitoring a minimum of 15-30 calls per day to assess call quality.
  • Preparation of daily, weekly, and monthly reports highlighting quality metric performance achievements and opportunities for growth.
  • Inputting data into quality measurement database systems for analysis and reporting.
  • Collaboration with supervisors, reps, and cross-functional teams to identify quality needs and develop recommendations for process improvement.
  • Identifying training requirements and reporting to department management and trainers.
  • Contribution to the development of attribute documents and evaluation tools.
  • Creation and updating of quality standards as necessary.
  • Development of scripting and resources for agents as required.
  • Providing detailed comments on evaluations for manager coaching.
  • Training new team members.
  • Follow-up on identified issues to ensure resolution.
  • Contribution to QA scorecard evaluations used in performance reviews.

Requirements:

  • Minimum one year of previous call center experience.
  • On-site work setup at Cyberpark, Cubao with night shift schedule.

Benefits:

  • Full-time employment opportunity.
  • Seniority level: Entry-level.
  • Industries: Outsourcing and Offshoring Consulting.

Details:

  • Employment type: Full-time.
  • Job function: Customer Service, Analyst, and Quality Assurance.

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