This is a entry level, full-time, on-site role for a Quality Assurance Specialist/Representative who will be assigned in various offices in Uptown Bonifacio, Taguig City and Eastwood, Quezon City. The Quality Assurance Specialist is responsible for monitoring phone calls & making sure that all internal employees are in compliance with the rules and regulations of the management. Responsible for checking and create reports from the data gathered in the Zendesk system.
Key Responsibilities:
Represents the Company in a professional and affirmative manner.
Participates in the design of call monitoring formats and quality standards
Provides weekly action data/reports (QA Scoring) to immediate superior as the need arises.
Identify client needs and expectations to the management by carefully analyzing all screened calls
Ensuring that all communication tools (softphone headsets, computers) are all in order and report any defects to immediate superior.
Prepares and analyzes internal & external quality reports for management staff review and reports finding to the Training Head for immediate coaching session or reprimanding.
Performs other duties as may be assigned from time to time.
Qualifications:
A graduate with a Bachelor's Degree of any 4-year course.
Fresh graduates with relevant internship experience are encouraged to apply.
At least 6 months of relevant work experience in the customer service industry/BPO is a plus.
Familiarity with any office software tools (e.g. Zendesk).
Excellent communication skills and interpersonal skills.
Willingness to work on a weekends, and/or holidays.
Willing to be assigned in Uptown, Taguig City and Eastwood, Quezon City.
