Quality Assurance SpecialistTranscosmos

Key Tasks and Responsibilities
Oversee all aspects of quality assurance including contact monitoring, evaluation and calibration scoring
Provide coaching, training and development to contact center agents along with Team Leader
Educate agents, supervisors and managers on Quality Assurance process
Track and identify reoccurring problems and service opportunities
Analyze quality and performance trends to provide recommendations for improvement
Responsible for scheduling, facilitation and documentation of regular continuous improvement meetings
Determines call / chat / email quality standards by studying inbound calls/ chats /emails; conducting test chats.
Verifies call / chat /email handling results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
Provides feedback to management by monitoring contacts; participating in help sessions.
Contributes to team effort by accomplishing related results as needed.
Requirements
REPORTING RESPONSIBILITIES
Responsible to: Quality Assurance
Other relationships: To gain the confidence and respect of your colleagues and customers
PERSONAL RESPONSIBILITIES
Developing yourself
Actively and continuously develop professional and personal skills, business awareness and orientation to the bigger business picture.
Seek opportunities to strengthen own knowledge, skills and experience
Adapt positively and quickly to changes in the working environment
Seek new approaches, ensuring you do not persist with ineffective behaviors
Problem Solving
Think expansively and view situations from multiple perspectives
Draw exhaustively upon diverse sources for ideas and inspiration
Choose solutions that are in line with business objectives
FUNCTIONAL RESPONSIBILITIES
Use of Resources
Ensure your awareness and that of the team of all processes, procedures, and technical documentation relevant to your department
Ensure that you have the necessary resources, including people, information, hardware, software, and system access for team to effectively perform their role
Immediately escalate to the manager if you identify any short comings in your resources
Ensure that any channels of escalation are utilised in line with the defined processes and procedures and that any issues with these are highlighted to your manager
ADDITIONAL RESPONSIBILITIES
Awareness of Health and Safety within your area
To provide proactive ideas, input or advice when appropriate, or necessary, to your manager
Act professionally and competently as a team leader and take on the responsibility to highlight any issues within the company you have concern with to your manager
It is the responsibility of a team leader to report back to the manager for advice and direction if there are any issues on a day-to-day basis with the responsibilities defined
Undertake additional tasks as requested by your manager
QUALITIES REQUIRED FOR THE ROLE
Personal Qualities
Highly customer focused with a good understanding and working knowledge of the services provided by your department
Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
Ability to motivate and drive a team of people to provide high level managed services
Ability to earn the respect of internal and external customers, colleagues, and management
Flexible, adaptable and able to work to tight deadlines
Self-motivated
Excellent organisational skills
Good attention to detail
Ability to build effective working relationships at all levels
Excellent problem-solving skills
Ability to apply creativity to resolving problems
Good leadership skills
Ability to apply creativity to resolving problems
Prepared to work varying and unsocial hours
Benefits
As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.
We also reward of our staff with great benefits including:
Competitive compensation packages
HMO/Medical and dental coverage
Life insurance
Non-taxable allowances
Night differential
And much much more!
Transcosmos

Taguig City, Metro Manila
₱30,000 per month
Permanent
Full-time