international Quality Assurance Specialist bilingual - frenchHelloConnect, Inc.

Main purpose of the job
The international quality assurance specialist is responsible for performing data analysis, identifying improvement opportunities, and ensuring consistent implementation of quality standards for our customers and agents in their assigned market(s).
2. Responsibilities and Duties

Manage and engender a supportive relationship with the local quality teams to ensure quality is embedded within the local teams and to highlight opportunities for improvement.
Perform quality evaluations interactions of captive and outsourced customer care teams where required
Analyze quality and customer care metrics and define actions to improve them if needed
Actively address process, knowledge, and skills improvement opportunities
Support quality improvement projects
Provide actionable data to various internal stakeholders as needed
Prepares and analyzes quality reports for management staff review
Undertake duties of a general nature, or additional tasks, that may be required from time to time by the business
2+ years experience in a global customer care team
Experience in measuring, analyzing, and tracking quality and customer care metrics
Exceptional analytical skills
Ability to multitask and successfully operate in a fast-paced environment
Must adapt well to change and successfully set and adjust priorities as needed
Able to identify improvement opportunities and easily translate them into actions
Excellent English communications skills in writing and speaking
Excellent French communications skills
Proficient in using Excel, Google Suite. Preferably knowledgeable in data platforms such as Tableau and DataGamz.
Bossjob

Taguig City, Metro Manila
Permanent
Full-time