Quality Assurance Spec II

5 days ago

Manila, National Capital Region, Philippines RealPage Inc Full time ₱250,000 - ₱500,000 per year

Overview:

The Quality Assurance Specialist II is responsible for monitoring and documenting Agent I & II communication quality in support of the departmental quality goals and initiatives. The Quality Assurance Specialist II evaluates both verbal and written customer contact by Agents. They will fairly and consistently review the calls, case documentation and emails of Product Support Agents for accuracy. This Specialist II will also be responsible for coaching agents for success in executing superior service and quality to our customers. They will document call quality results, provide feedback and trend data, to the Product Support Supervisors and Manager as required and coach each Agent for success in executing superior service and quality for our customers.

Responsibilities:

  • Ensure that Product Support Agents are delivering a high level of customer service within Product Support guidelines.
  • Monitor Product Support Agent calls for accuracy of information and adherence to call handling standards.
  • Verify that agents are providing accurate solutions to customers and documenting correctly in the CRM system.
  • Review outgoing communication sent to customers for accuracy and quality standards.
  • Verify that agents are providing accurate solutions to customers.
  • Record evaluations utilizing departmental quality monitoring forms.
  • Deliver coaching feedback to agents on call and email performance.
  • Offer ideas in the improvement of quality monitoring forms and quality standards.
  • Provide Supervisors and the Manager with regular proactive performance feedback on the agents.
  • Assist with quarterly CSAT program by working with the Salesforce administrators on the delivery of surveys and then evaluating customer feedback received for Product Support Agents.
  • Prepares and analyzes quality reports for Management review.
  • Primarily in-office support of clients and support agents, with some travel as needed.

Qualifications:

  • Bachelor's degree or equivalent combination of education and experience.
  • 1 year of experience as a Product Support Agent.
  • Strong knowledge of customer care processes and techniques with excellent attention to detail.
  • Proven ability to achieve and maintain departmental goals.
  • Professional demeanor, dependable and able to maintain confidential information.
  • Strong verbal and written communication skills including excellent grammar, spelling, and sentence construction.
  • Exceptional analytical, listening, leadership and interpersonal communication skills with a proven ability to coach and mentor others. Must communicate effectively with agents, management, internal departments and clients.
  • Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel).
  • Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents.
  • Demonstrated ability to train and develop new and existing Support agents.
  • Flexible, detailed, and able to successfully adapt to change. Ability to work independently.
  • Ability to work extended hours as needed.
  • Ability to sit or stand for extended periods of time.

Preferred Qualifications:

  • 2 years of experience performing Quality Assurance in a call center environment.
  • 1 year of experience in QA role within RealPage Product Support.
  • Experience developing and implementing QA programs.
  • Experience with one on one coaching and/or training.
  • Experience in helping create and implement agent development/action plans.

  • Quality Assurance Engineer

    3 days ago

    Manila, National Capital Region, Philippines Compono Full time ₱250,000 - ₱450,000 per year

    About ComponoCompono is dedicated to transforming the future of work and learning. We provide cutting-edge SaaS solutions that align talent with organisational needs, enhance workplace cultures, and support continuous development.Our products are designed to ensure that every engagement is supported by actionable and data-driven insights, fostering...

  • Quality Assurance Officer

    7 days ago

    Manila, National Capital Region, Philippines Philtrust Bank Full time ₱600,000 - ₱1,200,000 per year

    Quality Assurance Officers play a crucial role in maintaining the reputation and operational efficiency of a company by ensuring that all products and services meet the highest quality standards. Their work supports continuous improvement and contributes to the overall success and reliability of the organization.Key Responsibilities:Quality Control: Develop,...

  • Quality Assurance Specialist

    1 week ago

    Manila, National Capital Region, Philippines Verz Design Full time $60,000 - $96,000 per year

    About UsVerz Design Pte Ltd is a leading web design agency in Singapore, specializing in creating stunning and effective online solutions for our clients. We are seeking a dynamic and results-driven Quality Assurance Specialist to join our team and contribute to our growth in the digital space.Job SummaryWe are seeking a detail-oriented and proactive Quality...

  • Quality Assurance Analyst

    1 week ago

    Manila, National Capital Region, Philippines Kajabi Full time ₱900,000 - ₱1,200,000 per year

    About UsFounded in 2010, and Headquartered in Newport Beach, California, Kajabi is the leading creator commerce platform, helping creators turn their knowledge, experience, and expertise into sustainable online businesses. With Kajabi's integrated platform, creators have a single ecosystem to build and market their digital products, including online courses,...

  • Quality Assurance Engineer

    2 weeks ago

    Manila, National Capital Region, Philippines ActionLabs IT Services Phils. Corp Full time ₱900,000 - ₱1,200,000 per year

    Company DescriptionWe are a leading provider of Managed Services, Technology Solutions Services, Infrastructure Solutions Services, Maintenance Services, Call Center Services, and Enterprise Solution Services. We have established ourselves as the leading Authorized Service Partner (ASP) for various renowned global brands. Our comprehensive range of services...

  • Quality Assurance Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Lone Wolf Technologies, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    JOB SUMMARY:The primary responsibility of the Quality Assurance Analyst is to initiate forms design library/forms reviews, testing data entry fields and their functions, problem reporting, troubleshooting and resolution.The Forms Development Quality Assurance Representative will be responsible for owning and executing all test plans for Lone Wolf zipForm and...

  • Supervisor Quality Assurance

    2 weeks ago

    Manila, National Capital Region, Philippines Dexcom Full time ₱1,200,000 - ₱2,400,000 per year

    The Company Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting...

  • Manager, Quality Assurance

    1 day ago

    Manila, National Capital Region, Philippines Infor Full time ₱1,200,000 - ₱3,600,000 per year

    Manages QA teams on projects of moderate to large size and complexity. Is often responsible for establishing software quality standards. Provides general supervision and technical guidance to the QA staff in the analysis, design, and testing of multiple software products. Maintains ultimate responsibility for ensuring all products are defect-free and...

  • Quality Assurance Specialist

    1 week ago

    Manila, National Capital Region, Philippines Salmon Group Ltd Full time ₱250,000 - ₱500,000 per year

    Salmon – Who We Are and What We DoSalmon is a fast-growing consumer fintech group, founded in July 2022 with the vision of creating the best credit-led neobank in Southeast Asia. We chose the Philippines to be our first market and are now a licensed consumer-lending group, working towards becoming a licensed bank (subject to BSP approval).Salmon was...

  • Software Quality Assurance Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines SOS Consulting Group Full time ₱600,000 - ₱1,200,000 per year

    About the role SOS Consulting Group is seeking a highly skilled and experienced Software Quality Assurance Specialist to join our dynamic team. As the Software Quality Assurance Specialist, you will play a crucial part in ensuring the delivery of high-quality software solutions that meet our clients' requirements and exceed their expectations.What you'll be...