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About the Role
Got an eye for quality and accuracy? Apply now as a Quality Assurance Specialist!
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Responsibilities
- Identify clients that are in most demand in measuring and monitoring their quality.
- Review tickets (calls, emails, social media responses, and live chat).
- Touch base with team leads regarding any updates on the client’s KPI.
- Determine areas of improvement and work with team leads and trainers to ensure coaching opportunities are properly shared with the team members.
- Ensure Wiki Files/Knowledge Base are duly updated and proper communication is sent out to team members every time there are changes.
- Initiate calibration sessions with the team lead and members on a bi-weekly basis.
- Deliver feedback/reporting results on QA Performance to both agent and Team Leader.
- Identify trends across different agents/teams that we need to coach on and identify process improvements/additional training which we can collaborate on across different teams.
- Keep an open mind for feedback and disputes.
Ideal Skills
- Strong grasp of the English language, both verbal and written.
- Top-notch communication skills both verbal and written.
- Excellent attention to details.
Qualifications
- At least a year of experience working from home as a customer service representative and/or;
- At least a year of Quality Assurance Specialist experience in a BPO environment.
- Working experience with eCommerce tools like Gorgias, Zendesk, Shopify, and the like.
- Working experience with Google Sheets and Slack.
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