As QA Specialist, your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards. You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service.
The Responsibilities of the Role:
- Developing, maintaining, training and coaching the agents to enhance overall customer support.
- Process review for improving the call flow efficiency and quality of call center agents (voice and e-services)
- Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement.
- Suggest or provide process opportunities and enhancements based on collected pain point data trends.
- Identify areas for service improvement that affects customer's experience including but not limited to top DSAT contributors.
- Provide investigation, root cause analysis and case chronology when needed.
- Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements.
- Provide feedback to the TSM/CC manager for any opportunities on improvement.
- Prepare and be part of R&R programs, arrangements and promotions
The Requirement for the Role:
- Degree, Diploma or an equivalent professional qualification
- A high degree of integrity and professionalism with leadership traits
- Minimum 12 months in the current position with excellent disciplinary and performance track record
- Dynamic, highly motivated and result oriented team player with good interpersonal skills
- Ability to work in a challenging environment with good initiative and able to work independently
- L2.0 Technical expertise is an advantage
- Excellent command of spoken & written in English / Tagalog
