Quality Assurance SpecialistTranscom Worldwide Philippines, Inc.

Posted on 11 August 2020
The QA Specialist provides Quality audits for the campaign while maintaining effectiveness and target efficiency to ensure client requirements are met. Investigations, reviews, recommendations, and communication are primary functions.
The primary role of a QA Specialist is to monitor, listen, record, and evaluate agent phone calls according to the defined rules and processes of Transcom; and to improve customer satisfaction and to act proactively by providing feedback to Operations regarding agent performance. The QA Specialist will ensure the required number for audits for the campaign is completed and the feedback provided to Operations is complete and accurate.
Essential Duties & Responsibilities:
Communication
Complete internal and external client calibration sessions
Supporting Team Leaders in setting improvement programs and action plans for CSRs
Reporting on completed projects and/or reviews (upon requests)
Escalating quality deficiencies to QL/QM
Attending internal local meeting (staff or other departments)
Being a campaign expert for all campaigns in assigned site
Gathering up-to-date information and integrating feedback into the best practices
Handle internal and client complaint/escalations
Knowledge Management
Informing Training, CS, and OPS of any gaps in contact handling or online guides
Stay well informed with all required campaign information
Aligning with any new processes created or provided by management
Training
Providing recommendation to assist in creating new training programs
Delivering client specific quality training as required to all stakeholders
Participating in reviews for analysis
Identifying and reporting any training needs to maintain quality level
Continuously reviewing procedures and implementing improvements with feedback from the client, and quality department
Discuss QA process and expectations to Pre-30 agents upon assignment
Quality
Calibrating with QPM, QM, Team Leaders, Business Managers and client at regular intervals, monitoring transactions and analysing transaction monitoring results.
Ensuring through follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up and consequence (PDP, action plan).
Using reporting, if needed, as an extended means to review performance of the team/agents.
Understanding and supporting clients and company needs and requirements for Quality Improvement.
Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
Completing any quality reporting for documentation purposes (Tracker, Forms, etc)
Requirements
Job Specifications (Qualifications, Skills and Experience)
Educational Background:
University degree or equivalent higher qualification.
Work Experience:
Have worked in a training, quality and/or operations department.
Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
Have a proven and successful track record of effective training in the CRM business or a closely related industry.
Have experience in monitoring/coaching skills related to behaviour-specific feedback.
Skills Requirements:
Manage your time effectively and be focused on setting clear objectives and priorities.
Have worked in a data-driven environment
Master local language (verbal & written)
Skills / Software
Data Analysis
Working Location
Transcom Worldwide Regional Operating Headquarters No. 31 Epifanio Delos Santos Avenue, Barangka Ilaya, Mandaluyong City Metro Manila, Philippines
Apply Now
Job Description
Bossjob