QA SpecialistTranscosmos

Key Tasks and Responsibilities
Perform live and historical analysis and provide feedback to the appropriate groups and individuals in an effective manner.
Perform assessment of recorded phone calls.
Monitor quality of outbound service related emails.
Perform assessment of other customer interactions.
Perform case reviews and provide trend data to the management team.
Prepare and analyse internal and external quality reports for management staff review.
Assess historical management reports and gain an understanding of the factors that have enabled transcosmos to achieve or fail to meet SLA.
Prepare, communicate, and coordinate surveys and provide feedback to the relevant parties in a useful format.
Provide formal and informal feedback to staff and management, in a positive and professional manner, that facilities improvements in service quality.
Ensure that reports are completed accurately.
Maintain a quality business relationship with all customers.
Ensure you have a complete understanding of the transcosmos quality procedures.
Act professionally and competently and take on the responsibility to highlight any issues within the company you have concern with to Management.
Requirements
2 years Customer Support experience or 1 years experience in a QA role
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Exceptional attention to detail.
Good personal organizational skills.
Ability to build effective working relationships at all levels.
Intermediate level of knowledge/expertise with MS Office (Word, Excel & PowerPoint).
Intermediate to advanced level of knowledge of IT support services.
Strong knowledge of customer care processes and techniques.
Ability to work well in a team environment.
Dedication to providing exceptional customer service.
Flexible to work on a shifting schedule (24/7 support)
Benefits
As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos prides itself on a fun, healthy and encouraging work environment in the premium district of McKinley Hill, Taguig.
We also reward of our staff with great benefits including:
Competitive compensation packages
HMO/Medical and dental coverage
Life insurance
Non-taxable allowances
Night differential
And much much more!
Transcosmos

Taguig City, Metro Manila
Permanent
Full-time