Remote QA Specialist — Elevate Customer Support Quality

KMC Solutions Inc; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive health benefits

Work from anywhere (20+ workspace)

Pantry access (MadMax Coffee, Fresh Fr

Learning & growth opportunities

Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions Inc is seeking a QUALITY ASSURANCE SPECIALIST to assess quality and compliance of the Customer Support team. The role involves evaluating cases with a certified QA form, providing agent feedback, and creating reports to track performance. Excellent English communication and Excel skills are required, with experience in telecom or VOD environments.

Work from flexible locations globally. Join KMC Careers and enjoy health benefits, flexible workspaces, exclusive pantry access, growth

Qualifications

• Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, any field.
• Minimum 2 years in a functional quality assurance role is required.
• Must have experience working for a VOD or a Telecommunications company
• Thorough understanding of a Customer Support QA role for TV, mobile and internet
• Reviews and designs quality forms and methodology
• Advanced Ms Excel/Google Sheet skills
• Excellent written and verbal English communication skills

Responsibilities

• Supports Operations in ensuring that representatives provide quality customer service
• Evaluate Customer Support cases using a certified quality monitoring form
• Keeps updated with relevant information to ensure that appropriate feedback is given to agents during evaluations and alignment during calibration sessions
• Regularly provides feedback to agents regarding their performance
• Creates accurate and complete reports to track agent performance and presents them to stakeholders
• Analyzes agent data, and develops and implements initiatives to improve agent performance
• Proactively reports issues encountered affecting self and agent productivity with a recommendation on how to resolve them
• Reports inconsistencies and/or possible loopholes in processes and policies as a fraud mitigation measure.

Skills

Quality assurance

English communication

Customer support QA

Education

Bachelor's degree or higher

Tools

Excel/Google Sheets

Job description

KMC Solutions Inc is seeking a QUALITY ASSURANCE SPECIALIST to assess quality and compliance of the Customer Support team. The role involves evaluating cases with a certified QA form, providing agent feedback, and creating reports to track performance. Excellent English communication and Excel skills are required, with experience in telecom or VOD environments.

Work from flexible locations globally. Join KMC Careers and enjoy health benefits, flexible workspaces, exclusive pantry access, growth