Lead Quality Assurance Specialist

16 hours ago

Pasay, National Capital Region, Philippines beBeeQualityAssurance Full time ₱4,000 - ₱7,000

The Role of a Quality Assurance Specialist involves monitoring interactions and assessing customer experiences to identify areas for improvement.

Key Responsibilities:
  • Evaluate customer interactions based on key performance indicators (KPIs) such as communication, approach, resolution, improvement opportunities, and information recall.
  • Identify areas of opportunity for team members and provide feedback in written form to clients in real-time.
  • Create and manage a QA scorecard and dashboard to visualize team performance and progress.
  • Participate in regular meetings to discuss scores, trends, suggestions, and insights.
Requirements:
  • A minimum of three years of experience in quality assurance
  • Excellent communication and time management skills
  • Ability to multitask, prioritize tasks, work independently, and organize effectively
  • Proficiency in Microsoft Office Suite and Google Suite
  • Trustworthiness and ability to maintain confidentiality
  • Effective listening, verbal, written, and interpersonal communication skills
  • Attention to detail and good judgment
  • Ability to adapt to change and work in a fast-paced environment
Home Office Requirements:
  • A stable internet connection with a minimum speed of 50 Mbps
  • A computer with at least 16GB RAM and an Intel i5 core processor or equivalent
  • Noise-cancelling headphones
  • A backup internet connection and power outage backup
  • Dual monitor setup

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