Quality Assurance Specialists
Ninja Partners Inc.
Clark, Pampanga, Philippines
6d ago

Summary of Job Responsibilities :

ï · Responsible for monitoring, calibrating and supporting the quality standards between clients and

SupportNinja Inc.

ï · Evaluate voice, email and chat interactions on customer service skills, product knowledge, technical skills,

policy, procedure and compliance adherence

  • ï · Ensure client quality and customer satisfaction goals are met or addressed in a timely manner
  • ï · Maintain all documented quality processes and create new processes as required
  • ï · Provide coaching and feedback to ensure customer service meets the quality standard
  • ï · Initiate and participate in process improvement activities
  • ï · Analyze customer satisfaction and dissatisfaction data to recommend solutions to root cause
  • ï · To communicate recommendations for improvements to accounts / programs
  • ï · Be the subject matter expert for ninjas working closely with Quality Champion
  • ï · Interact with Team Managers, Team Leaders and Operations Managers for any potential quality call out
  • ï · Always present a positive and persuadable attitude
  • ï · Quality Reporting / Monitoring
  • Qualifications and Skill Requirements

  • ï · College level of any course
  • ï · Expert with the different Quality tools
  • ï · 2 years of experience as a Quality Specialist in a BPO is a plus
  • ï · Proficient in MS Office and Google Docs
  • ï · Strong communication skills
  • ï · Strong coaching skills
  • ï · Excellent in time management
  • ï · Good background in handling email, chat, voice and back office type of customer contacts
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