QA Specialist

Makati City - Philippines

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

We are a world-leading smart mobility SaaS company with oversubscribers across 23 countries and we are looking for a Quality Assurance Specialistto join our team. Our teams are collaborative vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Job Responsibilities

Assessment and Rating:
- Evaluate agents interactions with customers (inbound and outbound calls e-mail chat (viber)) to ensure service excellence.
- Rate interactions according to predefined criteria focusing on communication skills problem-solving and adherence to policies.
Communication and Feedback:
- Provide daily feedback to agents and supervisors regarding their performance.
- Communicate assessment results highlighting strengths and areas for improvement to facilitate professional development.
Reporting:
- Consolidate individual agent scores to create a monthly team report.
- Prepare detailed reports highlighting overall team performance trends and areas needing improvement.
- Collaborate with management to devise strategies for continuous improvement based on feedback.

Requirements

Attention to Detail: Ability to notice subtle aspects of customer interactions ensuring accuracy and compliance with quality standards.
Analytical Skills: Capability to analyze customer service calls objectively identifying both strengths and areas for improvement.
Coaching Skills: Proficiency in providing constructive guidance and coaching to enhance agent performance.
Listening Skills: Exceptional ability to actively listen and comprehend customer conversations recognizing underlying concerns and sentiments.
Experience: Previous experience in customer service particularly in call center environments is preferred.
Adaptability: Ability to adapt coaching strategies based on individual agent needs and varying customer scenarios.

We are a world-leading smart mobility SaaS company with oversubscribers across 23 countries and we are looking for a Quality Assurance Specialistto join our team. Our teams are collaborative vibrant and fast-growing and all team members are empowered with the freedom to influence our business with i...