Quality Assurance lead/specialistsExpress Global-Tech Services Ltd. Incorporated

EXPRESS GLOBAL-TECH SERVICES LTD. INCORPORATED
 
We are URGENTLY looking for:
 
QUALITY ASSURANCE SPECIALIST
 
Please note: Not a Work from Home Set up, Not a Hybrid Set up
 
Job Description
 
We are looking for a reliable Quality Assurance Leads and Specialist in the BPO Call Center Customer Service and IT industry to join our team. As a Quality Assurance Lead/Specialist, you will be responsible for ensuring sustainable quality and services for our customers. Responsibilities also include quarterly audits to ensure proper billing.
 
Quality Assurance Specialist duties and responsibilities:
Oversee internal processes and procedures, develop best practices, and design documentation to ensure quality and create efficiencies wherever needed
Train and evaluate staff by performing spot checks of data entered ticketing system for accuracy and completion
Regularly analyze quality data and suggest actions based on collected data
Manage the log of quality reports and other quality documentation
Ensure quality and sustainability of processes
Perform client interaction reviews and evaluate the communication between support team and customer.
Be able to identify service tickets that require urgent attention
Investigate customers' needs and want and develop a strategy for meeting their needs
Identify deficiencies, suggest solutions to identified problems
Identify quality assurance process bottleneck and suggest actions for improvement
Oversee continuous improvement on tickets
Identify key KPIs for ticket quality
Prepare and present reports and metrics to Senior Management
Trend Analysis on tickets; reviewing incidents vs problem
Watch over call history and repeat ticket patterns (recurring issues)
In addition, perform quarterly audits on Agreements for "Billable Tickets" which include
Move / Add / Change Requests
Additional users
Additional Servers / Hardware
Additional Software
Quality Assurance Specialist requirements and qualifications:
With customer service experience in BPO Call Centers and IT field
5-8 years of experience as a Quality Assurance Specialist or similar role in a BPO or call center set up
Experience in doing customer research with the purpose to assess their needs and wants
Experience with Quality Assurance in a BPO or call center set up
Understanding of data analysis
Critical thinker and problem-solving skills
Team player - Must be able to work with both technical and non-technical audience
Good time-management skills
Great interpersonal and communication skills Knowledge of principles and processes for providing exceptional customer service. This includes customer needs assessment and evaluation of customer satisfaction.
Ability to understand and communicate technical issues.
Strong communication skills.
Must have a good business aptitude with strong customer service skills.
Ability to manage and prioritize variable workload.
Work closely with IT management on solutions/improvements.
Must adhere to all company policies, procedures and business ethics codes.
BSc/BA in IT, Computer Science, or relevant field