Quality Assurance Specialist - Alabang | Call Center experience needed

Job Description: QA Specialist (BPO - Retail Account)

TASQ Staffing Solutions is currently seeking quality specialists for a retail account based in Alabang. As a QA Specialist, you will play a crucial role in ensuring the quality and accuracy of customer interactions within the retail account.

Requirements:

• College degree
• 2 to 3 years of experience in the BPO industry, specifically in QA or quality roles
• Previous QA experience
• Previous experience with retail accounts or campaigns is advantageous

Salary and benefits details will be discussed during the recruitment process.

Qualified applicants can expect to be interviewed within 24-72 business hours (excluding weekends and holidays). Interviews can be conducted through Zoom, WhatsApp, Viber, Skype, or Teams upon the applicant's request. In case of a missed call, a follow-up email and a text message will be sent.

Responsibilities:

• Conduct quality assurance evaluations and assessments of customer interactions such as calls, chats, and emails.
• Analyze and assess agent performance based on predefined quality metrics.
• Provide feedback and coaching to agents to improve their performance and adherence to quality standards.
• Identify trends, patterns, and areas for improvement in customer interactions and processes.
• Collaborate with team leaders and managers to develop and implement quality improvement initiatives.
• Participate in calibration sessions to ensure consistency in quality evaluations.
• Report and document findings, trends, and recommendations for management review.
• Stay updated on policies, procedures, and best practices in quality assurance.
• Contribute to a positive and collaborative team environment.

Job Type:

Full-time

Schedule:

• 8-hour shift
• Night shift
• Rotational shift

Ability to commute/relocate:

• Alabang: Reliably commute or planning to relocate before starting work (Required)

Willingness to travel:

• 100% (Required)

Qualified applicants can expect a phone interview within 24-72 business hours, or even sooner. For those with signal issues, interviews can be conducted through online calling platforms.