Quality Assurance Specialist

1 week ago

Cebu City, Central Visayas, Philippines Express Global-Tech Services Ltd. Incorporated Full time

We are looking for a reliable Quality Assurance Specialist in the BPO Call Center Customer Service and IT industry to join our team in Cebu IT Park

As a Quality Assurance Specialist, you will be responsible for ensuring sustainable quality and services for our customers. Responsibilities also include quarterly audits to ensure proper billing.

Quality Assurance Specialist duties and responsibilities:


• Oversee internal processes and procedures, develop best practices, and design documentation to ensure quality and create efficiencies wherever needed


• Train and evaluate staff by performing spot checks of data entered ticketing system for accuracy and completion


• Regularly analyze quality data and suggest actions based on collected data


• Manage the log of quality reports and other quality documentation


• Ensure quality and sustainability of processes


• Perform client interaction reviews and evaluate the communication between support team and customer.


• Be able to identify service tickets that require urgent attention


• Investigate customers' needs and want and develop a strategy for meeting their needs


• Identify deficiencies, suggest solutions to identified problems


• Identify quality assurance process bottleneck and suggest actions for improvement


• Oversee continuous improvement on tickets


• Identify key KPIs for ticket quality


• Prepare and present reports and metrics to Senior Management


• Trend Analysis on tickets; reviewing incidents vs problem


• Watch over call history and repeat ticket patterns (recurring issues)


• In addition, perform quarterly audits on Agreements for "Billable Tickets" which include

o Move / Add / Change Requests

o Additional users

o Additional Servers / Hardware

o Additional Software

Quality Assurance Specialist requirements and qualifications:


• Full Time Office based job in Cebu IT Park ONLY


• With customer service experience in BPO Call Centers and IT field


• 5-8 years of experience as a Quality Assurance Specialist or similar role in a BPO or call center set up


• Experience in doing customer research with the purpose to assess their needs and wants


• Experience with Quality Assurance in a BPO or call center set up


• Understanding of data analysis


• Critical thinker and problem-solving skills


• Team player – Must be able to work with both technical and non-technical audience


• Good time-management skills


• Great interpersonal and communication skills Knowledge of principles and processes for providing exceptional customer service. This includes customer needs assessment and evaluation of customer satisfaction.


• Ability to understand and communicate technical issues.


• Strong communication skills.


• Must have a good business aptitude with strong customer service skills.


• Ability to manage and prioritize variable workload.


• Work closely with IT management on solutions/improvements.


• Must adhere to all company policies, procedures and business ethics codes.

Hours:

8:30pm-5:30am, Monday-Friday

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