Quality Assurance Analyst

Gavin Ventures Inc; Muntinlupa; On-site; PHP 300,000 - 450,000; Full time

Job summary

Gavin Ventures Inc. is seeking a Quality Assurance specialist to conduct quality assessments of customer support interactions across emails, live chat, and phone calls, ensuring compliance with policies and standards.

You will analyze performance data to identify trends, provide actionable feedback, and collaborate with team leaders to deliver coaching plans and training programs that improve service quality.

Qualifications

• Prior QA experience in customer support preferred.
• Proficient with data analysis tools and customer support software.
• Strong analytical and problem-solving abilities.
• Excellent written and interpersonal communication skills.
• Proficient with Microsoft Word, Excel, and PowerPoint.
• Ability to work independently and in a team.
• Professional certification is a plus.

Responsibilities

• Quality assessments of customer support interactions across emails, chat, and phone.
• Analyze performance data to identify trends and improvement areas.
• Provide constructive feedback to agents and assist coaches.
• Assist in training programs for support agents focusing on best practices.
• Collaborate with other departments to implement process improvements.
• Prepare and present reports on QA metrics.
• Ensure compliance with industry regulations for customer interactions.

Skills

Quality Assurance

Data Analysis

Analytical Thinking

Written & Verbal Communication

Microsoft Office

Independent Working

Team Collaboration

Professional Certification

Job description

Job Purpose:

• Quality Assurance: Conduct quality assessments of customer support interactions, including emails, live chat, and phone calls, ensuring compliance with company policies and industry standards.
• Data Analysis: Analyze performance data to identify trends and areas of improvement in customer support. Utilize this data to make recommendations for enhancing the quality of support.
• Feedback and Coaching: Provide constructive feedback to customer support agents based on quality assessments. Work closely with team leaders to develop and implement coaching plans for continuous improvement.
• Training and Development: Assist in the development and delivery of training programs for customer support agents, focusing on best practices, communication skills, and product knowledge.
• Process Improvement: Collaborate with other departments to identify and implement process improvements that enhance the efficiency and effectiveness of customer support.
• Reporting: Prepare and present regular reports on quality assurance metrics, highlighting areas of success and areas that require attention.
• Compliance: Stay abreast of industry regulations and ensure that customer support interactions adhere to legal and regulatory requirements.

Job Qualification:

• Previous experience in a QA role, preferably in a customer support environment.
• Proficiency in data analysis tools and customer support software.
• Strong analytical and problem-solving skills.
• Excellent written and communication and interpersonal skills.
• Proficiency with Microsoft (word, excel, PowerPoint)
• Ability to work independently and as part of a team.
• Professional certification is a plus