#LI-Hybrid

The Role: Quality Assurance Specialist

The Quality Assurance Specialist responsibility is to ensure that standard of service
quality at the Contact Centre is consistently provided to our customers over various
channels of contact (such as phone, emails and web chat.
The QA Specialist is responsible for developing and executing quality assurance
processes. He/She will also review these processes and provide feedback to the
Operations team with the overall objective to deliver and maintain quality service to
customers. This role calls for one who is passionate in improving customer experience
and nurture people to WOW customers.
.
What will you do?
• Perform various communication channel monitoring, evaluation and customer
satisfaction rating responses and provide trend data to management team
• Work closely with Managers in developing quality service operational SOPs and
processes.
• Coordinate and facilitate call calibration sessions with the Operations Leads
• Investigate complaints and provide recommendations/action plans to prevent
future occurrences
• Analyze all customer service metrics (e.g. CSAT) and how the support team's
performance affects those KPIs
• Proactively create and innovate methods to improve call quality and share with
Team
• Provide weekly coaching i.e. Face to Face to Individuals and Teams to improve
quality performance
• Actively involved in communication forums conducted by Team Leaders with CSOs
Internal
• Perform mock calls with new hires post-training to determine readiness for moving
into support
• Provide feedback and actionable data to various internal groups like operation
managers and team leaders
• Keep abreast of latest organizational changes in products and processes
• Consistently observes and supports company's culture, policies and procedures
• Establish rapport with Operations through maintenance of high level of morale by
exhibiting a positive disposition
• Undertake any assignments as and when assigned

Qualifications

Who would be successful?
• Bachelor's Degree/ Diploma in any field
• 3-5 years relevant experience in Call Centre and Customer Service
• Proficiency in Microsoft Office, especially in Excel and Powerpoint
• Familiar with BFO, SAP, Oracle system is a plus
• Ability to work efficiently in a high demand, team oriented and fast-paced environment.
• Excellent listening and analytical skills.
• Self-directed, organized and project a professional image.
• Excellent verbal and written communication skills with strong attention to detail
• Good customer service and motivational skills
• Strong ability to handle multiple priorities and concurrent projects
• Willing to work in Cavite with flexible working hours to properly engage
stakeholders from all time zones.

Schedule: Full-time
Req: 009FCD