Immediate Superior / Reports to: QA Manager
Location: Philippines - Remote / Work from Home
About the Role
Our ideal candidate is self-driven, detail-oriented and has demonstrated a consistent level of quality support across an organization. Additionally, one must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback.
Objectives
- Interpret, build upon, and comply with company’s quality assurance standards.
- Document quality assurance activities with internal reporting and audits.
Duties and Responsibilities:
- Review agents’ conversations across all contact touchpoints, such as but not limited to the consumers, the providers and the internal team members ensuring compliance with quality standards, guidelines and procedures.
- Maintain audit, coaching and performance logs.
- Document audit observations, such as but not limited to, red flags and non-compliant agent behaviors.
- Play a part in developing supporting documentation for training and operations.
- Contribute to call calibration sessions.
- Participate in team meetings to discuss agent evaluation feedback, and implementation of quality management strategies.
- Provide training to team members; and conduct coaching sessions whenever deemed necessary.
- Identify issues, analyze performance, and communicate trends to the QA Manager.
- Serve as an intermediary for escalations between agents and consumers.
- Perform other responsibilities as assigned by the QA Manager.
Required Skills and Qualifications
- Have worked as a Quality Assurance Analyst over the past year, specializing in Customer Service and Sales within a voice campaign, accumulating a total of 2 to 3 years of experience.
- A minimum of 1 year of experience as an independent contractor with personal equipment and a dependable internet connection.
- With data research skills.
- Knowledge on data analysis.
- Excellent analytical and problem-solving abilities and meticulousness.
- Highly developed attention to detail.
- Outstanding communication skills in both writing and speaking.
- Capability to submit high-quality deliverables accurately and within the agreed timeline.
- Proven track record of consistently meeting and exceeding set goals.
- Ability to work both as part of a team and independently with minimal supervision.
Preferred Skills and Qualifications
- Ability to understand and speak the Spanish language is a plus.
- Experience in a training and coaching environment is an advantage.
- Strong computer skills and knowledge of Google Workspace and Salesforce.
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