Quality Assurance and insights specialist24-7 Intouch

About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
The Quality Assurance and Insights Specialist works under the direction of the Quality Assurance and Insights Lead/Manager, and assists in preparing deliverables to both internal and external teams. The ideal candidate will ensure Advocates are delivering exceptional customer experiences by monitoring, recording, reviewing, and evaluating customer interactions for accuracy of information, contact handling standards, and adherence to policies and procedures.
As Quality Assurance & Insights Specialist, You Will...
Attend client-hosted calibration sessions, and conduct internal calibration meetings with team members to align expectations and quality standards
Provide Advocates, Team Leaders, and Managers with regular performance feedback
Conduct audits for Team Leaders and Sidekicks, depending on the program requirements
Review and accurately score all cases during calibration sessions
Provide focus during team discussions, and speak up regarding scores and share questions/ideas that may help address any concerns
Pass the calibration variance (Delta) set by the client's QA team
Participate in external and internal established meetings, including but not limited to: client hosted experience calls, QA/TL meetings, new hire QA meet & greet sessions, sync-ups with support and operations team, and other meetings as requested for business needs
Review monthly trend and issues, and analyze results using appropriate tools and techniques
Answer SMS or Messaging/Email cases with accuracy and timeliness
Requirements
As Quality Assurance & Insights Specialist, You Have...
Must have at least 1-2 years of quality assurance experience
Strong verbal and written communication skills, including good spelling and grammar skills
Ability to work under time constraints and meet deadlines
Intermediate knowledge of MS Excel, MS Word and MS Office
Ability to work in a fast-paced, hectic, changing environment
Solve problems and offer suggestions in a positive developmental manner
Listen attentively and use call information to analyze and score calls to ensure compliance with performance metrics
Strong organizational and time management skills
Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Ability to type 30 WPM with accuracy
Workable

Metro Manila
Permanent
Full-time