Full-Time - Staff Quality Assurance (QA) Specialist
Job Description
Responsibilities include, but are not limited to:
Analyze and maintain all service level and contractual requirements Review, critique, and rate agent phone recordings Monitor live agent phone calls Lead weekly QA meetings with clients Make all the reports needed by clients Assist in recruiting, selecting, training, and managing all technical support engineers Maintain understanding of program specific training Analyze and monitor performance of support staff and implement department improvements Analyze and maintain all service level and contractual requirements Requirements:
With at least 1 year work experience in the Call Center Industry/BPO setting Experience as a QA Specialist/POC/SME is a plus Experience in handling US accounts Excellent communication skills, both written and oral Willing to work on a Graveyard/Shifting schedule Full-time position available Willing to start ASAP. Willing to work in Ortigas, Pasig City
