Quality Assurance SpecialistClark Outsourcing

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: June 2021
Schedule: Amenable to work during UK Business hours
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.
Responsibilities:
● Analyzes and audits a required number of call recording per day/week/month to ensure quality performance given to customers in compliance to the standards set by the client
● Provides feedback to client staff regarding the audited call in a timely manner
● Ensures additional monitoring is done for each area of improvement
● 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 in Communications or a related field
● Exposure to Quality Assurance Role and to the call center quality work are good advantages
● A minimum of 2 years in a BPO as a Quality Assurance 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
● High attention to detail
Clark Outsourcing

Central Luzon
₱35,000 per month
Permanent
Full-time