Basic Function:

The Quality Assurance Specialist is responsible for checking and ensuring that customer service reps are providing the best customer service as well as keeping the interest of the licensee in mind at all times. He/she takes an active part in the ongoing development of a rep as he/she works with the tools developed to monitor a rep’s progress, identify strengths, check for areas of improvement and provide the necessary steps to hone skills and overcome weak points.

Duties and Responsibilities:

  • Perform daily Quality Assurance and Auditing (Reports included)
  • Monitor performance to ensure proper procedures and policies are followed according to the Quality Assurance guidelines.
  • Develop and perform Quality Assurance/Quality Control in one of the following areas:
    • Setting the Quality system standards for emails and calls, and updating it according to the need of the business.
    • Pointing out common mistakes in agent’s work and planning training in necessary fields in order to prevent re-occurrences of those mistakes.
    • Performing audits to quality system standards such as emails and calls to assess the compliance to such systems
    • Coaching, directing, training and providing accurate solutions for Customer Support Representatives. (Includes updating of knowledge base with procedures and any changes in work standards based on daily email monitoring results.)
  • Provide reports to Team Leader.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

  • Minimum of two (2) years of college education.
  • With at least two (2) years experience in customer service preferably gained from a call center or any business process outsourcing (BPO) company.

Language Skills:

  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
  • Ability to read, analyze and interpret general data reports, manuals, technical procedures, etc.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

  • Ability to apply basic Math concepts.

Reasoning Ability:

  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

To perform the job successfully, an individual should have a basic knowledge on:

  • Internet navigation and operations.
  • Microsoft Office applications.
  • Typing proficiency of at least 40-60 words per minute.
  • Other programs required by the account / system.