Essential duties and responsibilities:
Conduct quality assurance evaluations (internal audits) for employees to improve the customer experience
Provides immediate feedback to employees who incur critical error
Conducts regular feedback to employees regarding their quality audits
Spearheads in internal and external calibration sessions and provide calibration result
Generate weekly, monthly, and quarterly quality audit-related reports which shall be sent out to internal clients such as Operations Manager and team captain.
Help improve our frontline consultants' technical competence through quality evaluations, identifying both strengths and development opportunities.
Performs other duties as assigned
Education and Experience:
Bachelor's/College degree
Proven interest in technology and how it is changing the world of work
With at least two years of Quality Assurance experience.
Demonstrated competency in the following areas is also required:
Extensive experience in audit and quality management.
Knowledge of tools, concepts, and methodologies of QA
At least 2-years of experience in doing a quality audit for any related campaign in a BPO setting.
Attention to detail
Analytical Skills
Commitment to delivering to the highest quality first time
Proven ability to work to deadlines and under pressure with a positive attitude
Strong communication skills in written English and able to communicate effectively with a team in English
Examples of taking the initiative in a work setting, with positive outcomes
Coaching and development abilities