Quality Assurance SpecialistSelect VoiceCom

SVC PH, Inc.  is currently looking for a Quality Assurance Specialist to start ASAP!
 
Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.
 
If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You won't regret it!
 
Checkout our Facebook page: www.facebook.com/selectvoicecomph
 
Enjoy the following benefits:
Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
Life insurance program
Free weekly in-house massage
Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
Career development
Service incentive leave program
Annual salary increase based on performance
Fun and family-like working environment
Quarterly team outing
Free flowing coffee and hot chocolate
Cozy sleeping lounge and canteen plus entertainment area
Excellent office location in Cebu IT Park
*Terms and conditions apply.
 
Responsibilities:
Monitors calls and provide feedback to agents
Partners with the training team in providing feedback that would improve overall quality of performance
Participates in call calibrations, monitoring with client and operations team .
Expert on product support, escalations, verifications.
Coaches and develops agents on quality, customer satisfaction and policies and procedures of the account.
Expert on all aspects of quality excellence with emphasis on continuing to improve operating results and address root cause.
Generates reports and quality updates.
Provide recommendations on quality parameters and make changes whenever necessary in consultation with Operations and Process Manager.
Defines quality parameters for agents and defines the scope of improvisation.
Perform other duties assigned.
Desired Skills and Knowledge:
At least 1 year of QA experience in a BPO company.
Excellent performance and attendance in current/previous role
Excellent time management skills.
Good performance management skills (Coaching. conducting appraisals).
Coaching experience is highly preferred.
Ability to take instructions from management and ensure follow-up.
Strong support skills and ability to work well under pressure.
Flexibility to work various schedules.
Excellent communication skills, both written and oral.
Work Schedule: Night Shift