Quality Assurance Associate

17 hours ago

Davao City, Davao, Philippines Flatworld Solutions Philippines Full time ₱204,000 - ₱216,000 per year

Responsibilities:

· Compliance Check: Verify agent adherence to company policies, client-specific requirements, regulatory guidelines, and data security protocols during interactions, identifying critical errors.

· Feedback Provision: Provide clear, concise, and objective feedback to agents on their performance, highlighting strengths and areas for improvement. Document feedback accurately within the quality monitoring system.

· Data Collection: Accurately record evaluation scores, identify error trends (critical and non-critical), and capture relevant data points in the quality monitoring system for root cause analysis.

· Calibration Participation: Actively participate in calibration sessions with QA Team Leaders and Operations to ensure consistency in evaluation criteria and scoring.

· Trend Identification: Identify recurring issues, process gaps, or training needs based on evaluation findings and communicate these to the QA Team Leader and relevant departments.

· Knowledge Base Contribution: Contribute to the improvement of knowledge base articles and standard operating procedures based on observed interaction trends and customer feedback.

· Continuous Learning: Stay updated on product knowledge, process changes, and quality assurance best practices

Skills and Qualifications:

· Minimum of 1-2 years of experience in a contact center environment, preferably in a customer service or quality role.

· Strong understanding of customer service principles and contact center operations.

· Excellent listening, written, and verbal communication skills.

· Exceptional attention to detail and ability to maintain objectivity.

· Proficiency in using quality monitoring software, CRM systems, and Microsoft Office Suite.

· Ability to provide constructive feedback effectively.

Job Type: Full-time

Pay: Php17, Php18,000.00 per month

Benefits:

  • Staff meals provided

Work Location: In person

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