Quality Assurance Specialist

LI-Hybrid The Role: Quality Assurance Specialist The Quality Assurance Specialist responsibility is to ensure that standard of service quality at the Contact Centre is consistently provided to our customers over various channels of contact (such as phone, emails and web chat. The QA Specialist is responsible for developing and executing quality assurance processes. He/She will also review these processes and provide feedback to the Operations team with the overall objective to deliver and maintain quality service to customers. This role calls for one who is passionate in improving customer experience and nurture people to WOW customers. What will you do? Perform various communication channel monitoring , evaluation and customer satisfaction rating responses and provide trend data to management team Work closely with Managers in developing quality service operational SOPs and processes. Coordinate and facilitate call calibration sessions with the Operations Leads Investigate complaints and provide recommendations/action plans to prevent future occurrences Analyze all customer service metrics (e.g. CSAT) and how the support team's performance affects those KPIs Proactively create and innovate methods to improve call quality and share with Team Provide weekly coaching i.e. Face to Face to Individuals and Teams to improve quality performance Actively involved in communication forums conducted by Team Leaders with CSOs Perform mock calls with new hires post-training to determine readiness for moving into support Provide feedback and actionable data to various internal groups like operation managers and team leaders Keep abreast of latest organizational changes in products and processes Consistently observes and supports company's culture, policies and procedures Establish rapport with Operations through maintenance of high level of morale by exhibiting a positive disposition Undertake any assignments as and when assigned Qualifications Who would be successful? Bachelor's Degree/ Diploma in any field 3-5 years relevant experience in Call Centre and Customer Service Proficiency in Microsoft Office, especially in Excel and Powerpoint Familiar with BFO, SAP, Oracle system is a plus Ability to work efficiently in a high demand, team oriented and fast-paced environment. Excellent listening and analytical skills. Self-directed, organized and project a professional image. Excellent verbal and written communication skills with strong attention to detail Good customer service and motivational skills Strong ability to handle multiple priorities and concurrent projects Willing to work in Cavite with flexible working hours to properly engage stakeholders from all time zones. Schedule: Full-time Req: 008BCD