Quality Assurance SpecialistTSA Group - Australia

Company Description Who are we TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally. We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands. What should you expect from us Competitive Salary Package Incentives offered Monday to Friday (7:30AM to 4:30PM) rotating roster Onsite Work Set Up 4 Full time Roles Availables Job Description This role plays an important part in our Quality Assurance process and aims to ensure that all sales and operational staff represent TSA and their clients in a manner that is compliant with internal standards, as well as individual client procedures and legislation. What will a normal day look like Required You will manage opportunities from agent recordings and other data captured through TSA Way driven methods and processes, saving customers by understanding innovation points and offering value added solutions that will drive brand loyalty and advocacy. You will also be required to: Review of voice recordings or data sets as per the quality assurance schedule and brief. Assessment records completed via approved assessment methods Reports all identified opportunities via approved feedback methods and process Escalation of high severity non-compliance completed for all instances Accurate information reported To perform any other related tasks which may be necessary from time to time Qualifications At least 1 yr. Quality Assurance experience in a BPO setting, preferably in a Telco Account Effective communication, organisational and time management skills Strong interpersonal skills with ability to work plan and organise Strong troubleshooting and problem solving skills Excellent listening comprehension Microsoft Excel Experience preferred (basic formulas including look ups) Hit the I'm Interested button to apply! Additional Information At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more. We take our responsibility to protect the health and well-being of our team and our community very seriously. Like & Share the TSA FB Page and be up to date with TSA News! Facebook PH Check Out Our Social Media Pages TSA Website Instagram LinkedIn Philippines Office Address 14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
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Philippines
Permanent
Full-time