Quality Assurance Specialist

Intelegencia BPO Llc Corp.; Antipolo; On-site; PHP 400,000 - 600,000; Full time

Job summary

A well-established BPO company is seeking a Quality Assurance Specialist to enhance customer service quality. The role requires evaluating call interactions, designing quality control standards, and supporting team performance through monitoring and coaching. This position is critical for ensuring an excellent customer experience.

Qualifications

• Experience with quality assurance processes.
• Familiarity with call center operations.
• Ability to analyze data and generate reports.

Responsibilities

• Collaborate on quality control formats for interactions.
• Monitor and report on performance metrics.
• Provide feedback and coaching to team leaders.

Skills

Detail-oriented

Proactive

Communication

Analytical

Job description

Position Overview: We are seeking a detail-oriented and proactive Quality Assurance Specialist to join our team. In this role, you will be responsible for evaluating and assessing the quality performance of call interactions between our team and existing or potential customers. You will work closely with our call center staff to ensure that all processes, policies, and procedures are followed, and will also take active steps to improve customer service quality.

As a Quality Assurance Specialist, you will be required to take calls, become familiar with account-specific processes, and monitor interactions across different channels (call, chat, email). This role is integral to ensuring we provide an excellent customer experience and continuously improve performance.

Main Job Tasks, Duties, and Responsibilities:

• Quality Control Design: Collaborate in the design and implementation of quality control monitoring formats and standards for call, chat, and email interactions.

• Data Management: Use quality monitoring data management systems to compile and track performance at both team and individual levels.

• Customer and Client Improvement Programs: Participate in customer and client improvement programs to identify customer needs, expectations, and areas for improvement.

• Monitoring and Reporting: Perform call, chat, and email monitoring and provide trend data to the site management team.

• Performance Management: Identify and monitor interactions with poor performance and work with team leaders to address these issues.

• Calibration Sessions: Coordinate and facilitate call calibration sessions for call center staff to ensure quality standards are maintained.

• Feedback and Coaching: Provide feedback to call center team leaders and managers, offering recommendations to improve performance. Lead coaching sessions or focus group discussions on identified critical and non-critical errors.

• Performance Reporting: Generate comprehensive performance reports (daily, weekly, and monthly) that include evaluations, sampling, defects, QA scores, etc.

• Quality Reports: Prepare and analyze internal and external quality reports for management review.

• Additional Duties: Perform other duties as assigned by management to support the team and improve overall service quality.