Quality Assurance Specialist
2 weeks ago
RESPONSIBILITIES
- Performs call monitoring and provide quality related reports of agent performance
- Serves as point of contact for quality issues and questions
- Prepares metrics/KPI reports and interacts with operations regarding quality improvements
- Provides performance feedback and input on all monitored calls and customer interaction (Chat, Email, Process documentation, etc.) to increase service quality
- Attends internal and external process calibration sessions as required
- Identifies and highlights failure modes in the process and identifies unethical practices/behavior and highlights it to managers
- Coaches and provides constructive feedback on proper process and techniques
REQUIREMENTS
- At least 2 years experience as Quality Assurance Specialist for Call Center Operations ideally with financial account/program background
- Excellent verbal, written and interpersonal communication skills
- Flexible when it comes to schedule
- Excellent communication and presentation skills
- Critical thinking skills
- Language proficiency (can communicate well both Filipino and English)
- Ability to coach and provide constructive feedback to agents
Job Type: Full-time
Pay: Php18, Php23,000.00 per month
Work Location: Remote
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