Agent Quality Control Specialist (Dumaguete City)

Summary: A quality assurance specialist ensures that the final product observes the company's quality standards. In general, these detail-oriented professionals are responsible for the development and implementation of inspection activities, the detection and resolution of problems, and the delivery of satisfactory outcomes.

Duties and responsibilities:

● Quality Analyst is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result in customer satisfaction, and reforming those that result in negative customer experience.

● Collaborating with Operations and Training in developing the technical and soft skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

● Facilitating QA roll outs and guidelines orientations for new-hires and certifying agents prior to official endorsement to Operations.

● Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

● Participate in root-cause analysis of quality issues and regularly discuss corrective and preventive actions with operations management. 

● Identifying trends and opportunities for additional training or corrective action as needed and sharing feedback with immediate supervisor, Operations, and Training.

● Assist in product re-training and up-training to agents as required and monitor effectiveness of said training

● QA shall be able to assess how transactions are handled and identify the areas that need improvement.

Qualifications:

● Bachelor's Degree holder

● Minimum of 2 Years experienced for Agent Quality control in a BPO company.

● Willing to work onsite (Dumaguete) 

● Willing to work on a graveyard shift

● Has strong analytical skills

● Has strong reporting background and MS Excel skills

● Has knowledge of 7 basic quality tool and root cause analysis