ManilaWe’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients.
As a Quality Assurance Analyst, your role is vital in keeping the highest level of quality of our offshore counterparts to ensure our customers are happy and contributing to our organization’s growth and success.
As Quality Assurance Analyst you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.
Â ÂAs an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security.
You are also responsible for protecting credit card, personal and / or sensitive personal information that you may handle or process during your employment in Acquire BPO.
ÂA SNAPSHOT OF YOUR ROLEÂAs an OpenAgent Quality Assurance Analyst, you will be responsible for the monitoring sales calls made between OpenAgent’s sales team (in Sydney, Australia) and OpenAgent customers to assess, score and provide feedback on the sales behavior of the sales consultant against OpenAgent’s call compliance framework.
You’re the genie that fulfils our customer’s needs. As a Quality Assurance Agent, you will : Do call monitoring between 15-
20 full sales calls between OpenAgent sales consultants and OpenAgent customers per day.Assess sales consultant behavior against a strict OpenAgent Call Compliance Framework for adherence to the framework.
Score each element of the call with the great deal of accuracy against the framework in a Quality Assurance Scorecard.Provide clear and concise documented feedback to the agent’s performance on relevant section of the call against the call compliance framework by documenting this within the call scorecard.
Communicate with Australian Sales Team Leaders (via email), raising issues of urgent’ status where identified in the call monitoring process.
Active listeningResponsible for key contact center performance metrics at the individual level.Following communication procedures, guidelines, and policiesCoordinating well with other departments.
Understanding all the business and products’ aspects to provide proficient support.Participating in team activities such as team huddles, up-
training, etc.Handling all requests with due skill and care.Demonstrating strong verbal and written communication skills, including appropriate grammar and punctuation.
Promoting and demonstrating Acquire’s values internally and externally. A BIT ABOUT YOUÂ Background in Quality Assurance, Compliance or a call monitoring function.
Outstanding attention to detail.Strong written communication skills and demonstrated ability to articulate feedback in a concise way in written from.
Outstanding understanding of the English language.A background in Quality Assurance or Compliance for an Australian organization engaging with Australian customers is preferred, but not essential.
Ability to efficiently navigate your way around a computer, including prior use of at least one quality monitoring platform.
Aptitude for learning new things.Ability to respond to change and implement feedback quickly and accurately12 months experience working on an Australian sales campaign.
Good verbal communication (English language) and be able to converse with Australian Sales Team Leaders or Sales Agents if / when necessary relating to feedback provided in a QA scorecard.
Customer orientation and ability to adapt / respond to different types of personalitiesAbility to multi-task, prioritize, and manage time effectivelyAbility to sit for extended periods of timeAbility to think clearly especially in adverse situationsAbility to work in a team environmentAbility to coordinate and communicate effectivelyAble to solve problems and work under minimal supervision.
Flexible to shifting schedule including but not limited to weekend shifts, night shift, working on holidays, etc.With a minimum of one year customer service experience in the BPO industry.
WHAT SUCCESS LOOKS LIKEÂ High customer satisfaction.Excellent feedback from customers.Achievement of KPIs.Â Â WHAT WE VALUEÂWe’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values : Â Ambition : Voice and measure your goals.
Collaboration : Brilliant jerks can be brilliant elsewhere.Impact : Do, get it done, create impact.Judgement : Make wise judgement calls, putting the team and business at heart.
Leadership : Continuous improvement starts with independent action.Leverage : Do more with less, master the art of leverage.
Passion : Be positive, bring passion and energy.Transparency : A transparent team can help each with other. Apply at our Ortigas, Eastwood, Shaw, and BGC recruitment centers : Mezzanine floor, Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center Pasig CityÂUpper Ground Floor Worldwide Corporate Center (WCC), Shaw Blvd.
Mandaluyong CityÂGround Floor Bonifacio Technology Center, 31st Street corner 2nd Avenue, Bonifacio Global City, Taguig CityÂ6th Floor, 1800 Building, Eastwood Drive, Libis, Quezon CityÂWe are open from Monday to Friday, 8am-
4pm.For faster processing, text : QA (space) FULL NAME (space) YES or NO (for BPO experience) send to 09065605043As Quality Assurance Analyst you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.