Quality Assurance Specialist

WE NEED YOU:

✔ Ensure Quality Monitoring is done to improve overall quality performance across the project based on

the quality standards

✔ Provide feedback and coaching based on quality audits, complaints, and seller satisfaction

✔ Remarks to improve their communication and overall quality performance

✔ Train Agents on soft skills, call handling, and communication skills, new implementations, and

process changes

✔ Provide report and analysis on quality progress

✔ Ensure contact reason categories are tagged correctly

✔ Generation process and guidelines for Agents to adhere

✔ Ensure recoveries are done

✔ Attend calibration and meetings to ensure requirements are on par

✔ Analyze the root cause of the issue and be able to design an action plan.

✔ Document Contact Center quality concerns and trends for procedural changes, recommendations, and

training.

✔ Provide information to assist in the performance feedback and to increase motivation concerning

Contact Center quality concerns.

✔ Test products and procedures to establish functionality and effectiveness.

✔ Manage BPO performance to achieve KPIs

✔ Other duties as assigned

✔ At least 1-year experience in QA/QC position, knowledge of Contact Center/Telesales

methodologies and operational principles is a plus

✔ English skill

✔ Advanced knowledge of MS products, particularly Excel

✔ Excellent communication skills – Analytical, able to analyze data and draw insights.

✔ High level of accuracy and attention to detail