QUALITY ASSURANCE SPECIALIST
KMC Solutions, Inc.
Quezon City, PH
20h ago
source : Bossjob

This person will be responsible for assessing the quality and adherence to compliance of the Customer Support team.

DUTIES AND RESPONSIBILITIES :

  • Supports Operations in ensuring that representatives provide quality customer service
  • Evaluate Customer Support cases using a certified quality monitoring form
  • Keeps updated with relevant information to ensure that appropriate feedback is given to agents during evaluations and alignment during calibration sessions
  • Regularly provides feedback to agents regarding their performance
  • Creates accurate and complete reports to track agent performance and presents them to stakeholders
  • Analyzes agent data, and develops and implements initiatives to improve agent performance
  • Proactively reports issues encountered affecting self and agent productivity with a recommendation on how to resolve them
  • Reports inconsistencies and / or possible loopholes in processes and policies as a fraud mitigation measure.
  • SKILLS AND QUALIFICATIONS :

  • Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's / College Degree, Post Graduate Diploma / Master's Degree, any field.
  • Minimum 2 years in a functional qualitty assurance role is required.
  • Must have experience working for a VOD or a Telecommunications company
  • Thorough understanding of a Customer Support QA role for TV, mobile and internet
  • Reviews and designs quality forms and methodology
  • Advanced Ms Excel / Google Sheet skills
  • Excellent written and verbal English communication skills
  • Job Description

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