Quality Assurance Specialist - night shiftClark Outsourcing

Description
Our benefits include:
Work directly with an international client
Performance evaluation at 6-months
13th month pay
HMO (Maxicare)
5 Service Incentive Leaves upon reaching 1-year of service/employment
Maternity Leave, Paternity Leave, SOLO Parent Leave, Magna Carta Leave, etc.
Education Benefit
Retirement Benefit
Shuttle Service
CO League (Swimming, jiu-jitsu, yoga, billiards, table tennis, prizes, events, training, outreach, etc.)
24-Hour Management & Tech Support
Great hands-on support team and fun working environment
Position Description:
Position Title: Quality Assurance Specialist
Classification: Associate
Salary Grade: 25000 - 35000 Peso / month
Reports To: Account Manager, Client
Primary Relationships: Client Team
Date(s): October 2020
Background:
Quality Assurance Specialist is responsible for monitoring and documenting operational interactions with the customers. QA specialist also evaluates both verbal and written customer contact and provides feedback or coaching to facilitate continuous improvement. QA Specialists are also responsible for analyzing data trends and providing the report to the management as required.
Main Roles:
Performs required number of observation per staff, per week to ensure quality performance given to customers in compliance to the standards set by the client
Analyzes all observations and provides feedback in a timely manner
Ensures additional monitoring is done for each area of improvement
Schedule:
Must feel comfortable working a flexible schedule
Responsibilities:
Ability to work independently, with limited required direction and guidance (of course, you will be trained and you will learn the style of your client before you're moved to independent mode!)
Conducts external calibration when needed to ensure the team adheres to client's methods and procedures
Continuously tracks staffs' performance against an ongoing written progression plan with specific defined goals
Gathers data and analyzes trends or patterns affecting the quality of the iteration
Provides Weekly/Monthly quality performance analysis identifying top drivers and areas for improvement
Participates in special tasks and performs other duties as assigned
Requirements:
Bachelor Degree holder in any field
Exposure to Quality Assurance Role and to the call center quality work are good advantages
A minimum of 1-2 years in a BPO setting or equivalent as a Quality Assurance or Quality Control Specialist
Background/Experience to Customer Service Delivery in the similar industry is an advantage
Good process mapping ability, coaching, and facilitation skills.
Excellent English language skills (written and verbal)
Good time management and task management skills
Proficiency in MS Office and Google Suite
Solid analytical and problem solving skills
Proficient computer and technical skills
Able to demonstrate initiative
Attention to detail
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 1
Language(s): English
Availability for travel: No
Availability for change of residence: No

Work type
Full Time