Quality Assurance Specialist

3 days ago

Manila, National Capital Region, Philippines airisX Limited Full time ₱800,000 - ₱1,200,000 per year

A QA (Quality Assurance) job in a Business Process Outsourcing (BPO) environment focuses on ensuring service quality, adherence to client requirements, and compliance with established standards. This involves monitoring agent performance, analyzing customer interactions, and identifying areas for improvement in both processes and individual performance.

Here's a more detailed breakdown of the responsibilities:

Key Responsibilities:

  • Monitoring and Evaluation:

  • QA specialists listen to calls, review chats and emails, and assess agent performance against pre-defined quality standards.

  • Feedback and Coaching:

  • Providing constructive feedback to agents based on their performance, and coaching them on areas where they can improve.

  • Quality Standards Development and Maintenance:

  • Contributing to the development and maintenance of internal quality standards, ensuring they are aligned with client expectations and industry best practices.

  • Process Improvement:

  • Identifying areas where processes can be optimized to improve efficiency, accuracy, and customer experience.

  • Data Analysis and Reporting:

  • Analyzing customer service metrics (e.g., CSAT, FRT, IQS) and providing reports on team and individual performance.

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