Quality Assurance Specialist

1 week ago

Makati City, National Capital Region, Philippines Cartrack Full time ₱1,200,000 - ₱2,400,000 per year

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Quality Assurance Specialistto join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Job Responsibilities

  • Assessment and Rating:
    • Evaluate agents' interactions with customers (inbound and outbound calls, e-mail, chat (viber)) to ensure service excellence.
    • Rate interactions according to predefined criteria, focusing on communication skills, problem-solving, and adherence to policies.
  • Communication and Feedback:
    • Provide daily feedback to agents and supervisors regarding their performance.
    • Communicate assessment results, highlighting strengths and areas for improvement, to facilitate professional development.
  • Reporting:
    • Consolidate individual agent scores to create a monthly team report.
    • Prepare detailed reports highlighting overall team performance, trends, and areas needing improvement.
    • Collaborate with management to devise strategies for continuous improvement based on feedback.

Requirements

  • Attention to Detail: Ability to notice subtle aspects of customer interactions, ensuring accuracy and compliance with quality standards.
  • Analytical Skills: Capability to analyze customer service calls objectively, identifying both strengths and areas for improvement.
  • Coaching Skills: Proficiency in providing constructive guidance and coaching to enhance agent performance.
  • Listening Skills: Exceptional ability to actively listen and comprehend customer conversations, recognizing underlying concerns and sentiments.
  • Experience: Previous experience in customer service, particularly in call center environments, is preferred.
  • Adaptability: Ability to adapt coaching strategies based on individual agent needs and varying customer scenarios.

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