**BASIC JOB SUMMARY**:The Quality Assurance Specialist is responsible for promoting and maintaining the company's quality standard processes and procedures through monitoring, calibration, reporting data analysis results, feedback to all departments and coaching.
**What you will do**:
- Monitors, calibrates and supports the quality standards set by the clients and the company
- Evaluates back office transactions and process gaps to further improve procedures including templates and forms.
- Safe keeps all documented quality processes and creates new processes as required.
- Initiates and participates in process improvement activities relating to Quality Assurance and Quality Control
- Analyzes customer satisfaction and dissatisfaction data to recommend solutions with the use of Root Cause Analysis methodologies
- Applies value add services such as Customer Journey Mapping, Training Needs Analysis and other quality analytics methodologies to bridge performance and process gaps.
- Communicates recommendations for improvements of accounts/programs including the Quality Form used for the assigned account/program.
- Assists representatives in achieving client quality and customer satisfaction goals as set by the program or client.
- Provides coaching and feedback to focus ninja representatives to ensure customer service meets the quality standard.
- Conducts intervention sessions regularly and as needed to further provide insights to focus ninja representatives on how to further improve their performance.
- Interacts with Operation Leaders for any potential quality call out; creates guidelines for quality improvement and call-out prevention.
- Provides quality tips as needed based on business requirements and performance improvement needs
- Schedules read out sessions when needed to further discuss quality insights and help identify action plans to address certain challenges.
- Establish and maintain a professional relationship with team members and stakeholders
- Escalates workflow and communication issues to direct superior
- Treats all internal/external customers and team members with dignity/respect.
**Who you are**:
- Graduates of any course; college level/undergraduate are welcome.
- Equivalent work experience in a similar position may be substituted for educational requirements.
- At least 2 years experience as a Quality Assurance Specialist in a BPO setting.
- Extensive experience and expertise in various Quality Assurance tools
- Experienced in various coaching techniques
- Proficient in MS Office and Google Docs with expertise in using Excel or GSheets
- Strong communication skills (verbal and written)
- Excellent in time management.
- High level of integrity, honesty, and judgment
- Strong commitment to completing tasks at hand
- Must be able to effectively communicate ideas (verbal and written), be a self-starter and handle difficult reporting situations.
- Has the ability to to assimilate (to learn and comprehend), assess and prioritize incoming information, and draw inferences from that information that will inform a line of enquiry.
**Job Types**: Full-time, Permanent
**Benefits**:
- Health insurance
- Life insurance
Schedule:
- 8 hour shift
Supplemental pay types:
- 13th month salary
- Overtime pay
**Experience**:
- Quality Assurance for TSR/CSR: 2 years (preferred)