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Quality Assurance Specialist ? Cebu in Tabogon, Central Visayas

Accounting & Bookkeeping Jobs

Pangalan ng kumpanya:
Taking You Forward Inc.
Uri ng Posisyon:
Full-time


Requirements:
Excellent attendance and QA track record
Excellent communication skills, both oral and written
Should have an in-depth knowledge in MS Office applications mainly MS Word and Excel
Should be flexible in terms of working in different shifts
Job Description:
Responsible for call quality monitoring and quality assurance
Uploads and manages voice call recordings
Ensures quality compliance by means of sales verification depending on the type of campaign
Provides complete and accurate quality and productivity reports
Consolidates and tracks production stats at a team and individual level
Provides monitoring evaluation/s to agents thru team leads with recommendations, changes and/or enhancements to improve skills
Coordinates with TLs, Managers and Trainers:
- coordinates and facilitates call calibration sessions
- provides feedback and action plans to improve processes
- responsible for the announcement of quality guidelines and updates/revisions (if any)
Helps in providing training, coaching, feedback and assistance to agents in making sure they understand new policies and procedures for quality
Other tasks related to the aforementioned responsibilities may be assigned due to business needs