spanish speaking - QA Specialist (start date: 28th june 2021)Transcosmos

QA Specialist is an important role for our services. QA staff are expected to monitor, audit, and give proactive coaching tips to our support staff on how we can improve the support we offer. Working closely with the leadership team, support staff and clients to understand its essential QA staff understand the service.
Key Tasks and Responsibilities
Perform live and historical analysis and provide feedback to the appropriate groups and individuals in an effective manner.
Perform assessment of recorded phone calls.
Monitor quality of outbound service related emails.
Perform assessment of other customer interactions.
Perform case reviews and provide trend data to the management team.
Prepare and analyse internal and external quality reports for management staff review.
Assess historical management reports and gain an understanding of the factors that have enabled transcosmos to achieve or fail to meet SLA.
Prepare, communicate, and coordinate surveys and provide feedback to the relevant parties in a useful format.
Provide formal and informal feedback to staff and management, in a positive and professional manner, that facilities improvements in service quality.
Ensure that reports are completed accurately.
Maintain a quality business relationship with all customers.
Ensure you have a complete understanding of the transcosmos quality procedures.
Act professionally and competently and take on the responsibility to highlight any issues within the company you have concern with to Management.
Requirements
Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
Technical:
Intermediate level knowledge of Microsoft Office tools (Word, Excel, Outlook, PowerPoint etc.)
Computer knowledge including Social Media platforms and Internet
Call/Contact Center ticketing tools, i.e. Zendesk (or similar CRM platform)
Call/Contact Center call management tools, i.e. 8x8 (or similar)
SAP knowledge nice to have
Behavioral:
Excellent written and verbal communication in both Spanish & English
Exceptional listening and analytical skills.
Ability to build effective working relationships at all levels.
Good personal organizational skills.
Exceptional attention to detail.
Strong knowledge of customer care processes and technique
Ability to work well in a team environment.
Positive and enthusiastic personality and approach to work
Dedication to providing exceptional customer service.
Flexible to work on a shifting schedule (24/7 support)
Qualifications:
University degree (or equivalent)
Work experience in a QA role or similar role
Previous experience in SSC/BPO and Customer Service nice-to-have
Languages:
Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English and Spanish at all levels
Other Duties:
The Job holder may be required to undertake other duties according to the needs of the organisation. This job description is not intended to be an exhaustive list of activities, but rather an outline of the main areas of responsibility. Any reasonable changes will be discussed and agreed with before any variations to the job description are made.
Benefits
We are offering you the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader. At Transcosmos, we pride ourself on a fun, healthy and encouraging work environment within 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
₱74,000 per month
Permanent
Full-time