Quality Assurance Specialist

The Position:
As QA Specialist, your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards. You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service.

The Responsibilities of the Role:
• Developing, maintaining, training and coaching the agents to enhance overall customer support.
• Process review for improving the call flow efficiency and quality of call center agents (voice and e-services)
• Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement.
• Suggest or provide process opportunities and enhancements based on collected pain point data trends.
• Identify areas for service improvement that affects customer’s experience including but not limited to top DSAT contributors.
• Provide investigation, root cause analysis and case chronology when needed.
• Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements.
• Provide feedback to the TSM/CC manager for any opportunities on improvement.
• Prepare and be part of R&R programs, arrangements and promotions

The Requirement for the Role:
• Degree, Diploma or an equivalent professional qualification
• A high degree of integrity and professionalism with leadership traits
• Minimum 12 months in the current position with excellent disciplinary and performance track record
• Dynamic, highly motivated and result oriented team player with good interpersonal skills
• Ability to work in a challenging environment with good initiative and able to work independently
• L2.0 Technical expertise is an advantage
• Excellent command of spoken & written in English / Tagalog