Junior QA Specialist for Call Center
Baytech BPO Corporation
- Pasig, PhilippinesTycoon Center, Pearl Drive, Ortigas Center, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 4 years ago
2019-12-04T16:00:00+00:00Job closed.
Job Description
- Supports the responsibilities of a Customer Support Agent in providing end-to-end resolution of customers' concerns ranging from website support, account information, cancellations, refunds, disputes and chargebacks.
- Process quality evaluations in a time-sensitive matter.
- Performs and evaluates test call/email/chat
- Do calls, emails and chats as determined by Supervisor/Manager
- Works closely with the Support Team Leader to make improvements that will improve Customer Experience.
- Monitor and evaluate call performance of support staffs and provide data to Team Lead and Managers
- Generate reports and provide first level analysis on quality errors and defect trends.
- Prepare, analyze and submit internal and external quality reports for management review.
- Take part in team meetings and process reviews and take minutes of the meeting.
- Conducts Quality Assurance coaching and refresher sessions within the same day a call, email or chat was flagged
- Immediately and thoroughly researches each escalated case to identify root cause and estimate level of severity and impact (e.g., support staff coaching opportunity, potential delay of service, etc.)
- Manage any case which has not yet been resolved to the satisfaction of involved parties and completely documents communication with immediate supervisor, manager/s or others engaged in resolving the issues.
- Perform other tasks assigned by immediate Supervisor and/or Manager.
Minimum Qualifications
- At least 2-3 years related experiences
- Willing to work with a small team.
- Must have the ability to maintain effective time planning, organizational skills and time utilization to ensure all tasks are completed within timeframes.
- No bad records of attendance.
- Knowledgeable in using quality monitoring data management system (where available) to compile and track performance at team and individual levels
- Excellent verbal and written communication skills
- Proven experience in data and report generation.
- Excellent analytical and time management skills.
- Ability to establish rapport, builds relationships and loyalty with external and internal customers and coworkers, and remains tactful when communicating negative information.
- Ability to maintain a high level of confidentiality by handling sensitive and private client and customer information
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
- Tycoon Center, Pearl Drive, Ortigas Center, Pasig, Metro Manila, Philippines
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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.