Quality Assurance Specialist

TechNerds Solutions; Philippines; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Continuous professional development

Engagement activities

Job summary

TechNerds Solutions in Quezon City, Philippines, is seeking a Quality Assurance Specialist – Operations – US Healthcare to ensure call/chart quality and client satisfaction.

The role focuses on collecting, evaluating data, coaching teams, and meeting contractual quality metrics while maintaining strict adherence to Quality Guidelines in a dynamic BPO environment.

Night shifts are required, with schedules 8:00 PM to 5:00 AM or 11:00 PM to 8:00 AM.

Qualifications

• 3+ years of Quality Assurance experience in a BPO or service-driven environment.
• Strong analytical abilities.
• Strong attention to detail and accuracy in data handling.
• Open to night-shift schedules (including night hours).
• Willing to work at 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City.

Responsibilities

• Collect, coordinate, and evaluate associates' call/chart data and provide coaching, feedback, and reporting.
• Meet weekly and monthly call evaluation metrics.
• Participate in internal site and client calibration sessions.
• Prepare and complete reports to meet contractual requirements.
• Support a culture of coaching to achieve quality customer experience scores.
• Facilitate team meetings to cover topics related to handling calls and charts.
• Escalate department issues as appropriate.

Skills

Quality Assurance

Analytical thinking

Attention to detail

Night shift readiness

Coaching & feedback

Job description

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

Highlights

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

QUALITY ASSURANCE SPECIALIST

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

Role Overview

We are looking for a Quality Assurance Specialist – Operations – US Healthcare to be part of our team.

• He/She is responsible for evaluating and monitoring calls/charts, aiming to achieve client satisfaction in accordance with the Quality Guidelines.

Main Responsibilities

• Be accountable for collecting, coordinating, and evaluating associates' call/chart data and providing coaching, feedback, and reporting.
• Meet weekly and monthly call evaluation metrics.
• Participate in both internal site and client calibration sessions.
• Prepare and complete reports in order to meet contractual requirements.
• Support a culture of coaching to meet or exceed quality customer experience satisfaction scores.
• Facilitate team meetings/jump-start sessions as necessary to cover various topics related to handling calls and charts.
• Understand and improve the key success metrics associated with the Quality Department.
• Escalate department issues as appropriate.
• Perform other duties as assigned by management.

Requirements

• Minimum of 3+ years of experience in Quality Assurance within a BPO or service-driven environment.
• Strong analytical abilities.
• Strong attention to detail and accuracy in data handling.
• Open to work on a shifting schedule.
  • Predominantly on a night-shift schedule:
  • 8:00 PM – 5:00 AM
  • 11:00 PM – 8:00 AM
• Must be willing to work at 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City.