QA Specialist (Voice/Calls/Non-voice)
Job Overview
We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Quality Assurance Specialist to 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.
Working Conditions
- Schedule: Day Shift
- Setup: 100% Onsite
- Office Location: Century Diamond Tower, Poblacion, Makati City
Ready to make an impact?
Be part of a collaborative, vibrant, and fast-growing global team where your ideas drive innovation and efficiency.
Apply now and help us shape the future of smart mobility!