Call Center QA Specialist
Baytech BPO Corporation
- Pasig, PhilippinesDiscovery Center, ADB Avenue Ortigas Center, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- ₱24,000.00 - ₱26,000.00 / monthPHP240002600024000MONTH
- Full timeFULL_TIME
Job closed.
Job Description
The Quality Assurance is a Specialist role under Operations responsible for effectively and efficiently monitoring and evaluating Support calls, tickets and chat.
This position fully understands all aspects of each site and communicates to resolution effectively with Support Roles. This position thoroughly reviews, performs root cause analysis and works with the business to ensure the quality issues are resolved.
- Quality Monitoring
- Performs real time and/or historical call monitoring and evaluation and provides trend data to Team Leaders and Managers
- Uses quality monitoring data management system (where available) to compile and track performance at team and individual levels
- Participates in design of call monitoring formats and quality standards
- Participates in calibration sessions
- Report Generation and Analysis
- Generate reports on quality assurance results
- Conduct first-level analysis on quality defect trends and errors
- Process management by closely monitoring the quality. productivity numbers and turn-around-time by regularly running the QA Monthly Reports
- Creation of Quality Assurance guidelines and process manual
- Records coaching sessions on below standard calls/emails/chat sessions. These sessions are done within the same day the call/email/chat session was flagged
- Prepares internal quality monitoring reports on a monthly basis (and completes Root Cause Analysis template if needed)
- Prepares additional Reports including meeting minutes and calibration report
- Using Information and Analysis for Quality Improvement
- Participate in Team Meetings and Process Reviews, providing feedback on quality issues
- Conduct teach-back sessions, QA coaching and refresher training sessions
- Track and follow-up on recommended action items resulting from analyses
- Coordinate with Team Leaders to discuss “zero tolerance" performance of individual staff
- Ensure quality results are documented and communicated to Management for appropriate action
- Proactively seek Customer advice and participation on plans and challenges
- Employee: Development: and
- Non-disclosure of Company information to customers unless with authorization
- Do calls, tickets, and chat on a periodic basis (as determined by Supervisor/Manager)
- Communicating with the Marketing and Development team to come up with solutions for customer issues
- Doing the necessary research needed to answer customer queries
- Testing and replicating the customer journey within our sites to get to the bottom of the problem
- Documenting issues and solutions for new concerns raised by customer and adding it to our customer support knowledge base
- Provides customer service support to customers of all sites with issues.
- Seeks any necessary supporting information from within Support and other departments.
- As needed, seeks guidance from immediate supervisor/Managers to facilitate expedient and appropriate resolution.
- Notifies immediate supervisor of delays in resolving escalated situations within established/prescribed escalation management guidelines
- Provides feedback to supervisors and quality assurance team on coaching opportunities.
- Informs management and other relevant departments of potential legal Issues.
- Accurately enters required information into the system.
- Utilizes escalation data to track and trend issues for management intervention and potential discussions within and other departments.
- Performs other related duties and assignments as required and assigned by immediate Supervisor and/or Manager
Minimum Qualifications
- At least 1 year of BPO-Customer Service Quality Assurance experience is required for this position.
- This position requires a high level of complexity and requires considerable evaluation, good judgment, and decision-making skills. Strong verbal and written communication skills are necessary.
- Demonstrates regular, reliable and predictable attendance.
Perks and Benefits
- Paid Holidays
- Paid Vacation Leave
- Paid Sick Leave
- Paid Bereavement/Family Leave
- Maternity & Paternity Leave
- Medical / Health Insurance
- Medical, Prescription, Dental, or Vision Plans
Required Skills
- Report Writing
- Quality Assurance
- Attention to Detail
- Communication Skills
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Discovery Center, ADB Avenue Ortigas Center
About Baytech BPO Corporation
Established in 2016, Baytech BPO aims to provide our clients with solutions that actually work. The team is composed of online marketing professionals with a combined experience of over 30 years in the industry.
The rise of e-commerce websites have ballooned over the past decade and as quickly as they are created, they die out just as fast. Setting up an online business we make sure that we create a business for our clients that will actually create profit.
Frustrated by our own experience with outsourcing services, we know what it is like to be in our clients’ shoes. That gives us the edge when it comes to anticipating client needs.
With Baytech, you can be sure to get the best quality service.
Send us an email to know more about our services.