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quality assurance specialist

2 hours ago

Taguig, National Capital Region, Philippines FT LENDING Full time

Job description:

Position Overview:

The Quality Assurance Specialist will be responsible for evaluating and improving the performance of call center agents. This role involves assessing calls, providing constructive feedback, and ensuring that all interactions meet the company's quality standards and compliance requirements. The ideal candidate will have a keen eye for detail, strong analytical skills, and a passion for enhancing customer service quality.

Key Responsibilities:

  • Call Monitoring and Evaluation:
  • Conduct regular evaluations of inbound and outbound calls to assess agent performance and adherence to company policies.
  • Review recorded calls to ensure compliance with quality standards, script adherence, and customer service protocols.
  • Performance Feedback:
  • Provide detailed feedback and coaching to call center agents to improve their performance, skills, and adherence to procedures.
  • Develop and deliver training sessions or refresher courses based on observed performance trends and areas for improvement.
  • Quality Assurance Reporting:
  • Compile and analyze performance metrics and quality data to generate reports for management.
  • Identify trends, areas of concern, and opportunities for improvement, and present findings to relevant stakeholders.
  • Compliance and Standards:
  • Ensure that all customer interactions comply with company policies, industry regulations, and legal requirements.
  • Stay updated with changes in regulations and industry standards to ensure ongoing compliance.
  • Process Improvement:
  • Collaborate with other departments to identify and implement process improvements that enhance the overall customer experience.
  • Recommend and support initiatives to optimize call center operations and efficiency.
  • Customer Feedback:
  • Review customer feedback and complaints to identify common issues and develop strategies for resolution.
  • Work with the team to address and rectify any recurring problems affecting service quality.
  • Documentation and Record-Keeping:
  • Maintain accurate records of evaluations, feedback sessions, and quality reports.
  • Ensure proper documentation of corrective actions and follow-up activities.
  • Team Collaboration:
  • Work closely with team leaders, supervisors, and other QA specialists to align on quality goals and performance standards.
  • Participate in team meetings and contribute to discussions on quality improvements and best practices.

Qualifications:

  • Bachelor's degree in Business Administration, Communications, or a related field preferred.
  • Proven experience in a quality assurance role within a call center or similar customer service environment.
  • Strong analytical skills with the ability to interpret data and generate actionable insights.
  • Excellent communication and interpersonal skills, with the ability to provide constructive feedback.
  • Proficient in using quality monitoring tools and call recording software.
  • Knowledge of industry regulations and best practices in customer service.
  • Detail-oriented with strong organizational and time-management skills.

Additional Requirements:

  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Flexibility to work varying shifts, including evenings and weekends, as required.
  • Strong problem-solving abilities and a proactive approach to addressing challenges.

Job Type: Full-time

Education:

  • Bachelor's (Preferred)

Experience:

  • QA: 1 year (Preferred)

Work Location: In person