Quality Assurance

Main Responsibilities

• Conduct, evaluate, document, and report the quality of rep-customer interactions against company quality standards to ensure proper call handling, this includes call monitoring, review of data entry and evaluation of any other performance metric that may impact quality 

• Responsible for completing the required number of quality reviews for each rep based on company performance guidelines and requirements and provide feedback to supervisory and management staff regarding rep performance and areas of opportunity for their team members 

• Document all observations thoroughly by maintaining observation forms and monitoring database 

• Responsible for completing the required non-QA related tasks based on company requirements 

• Responsible for completing daily summary and QA and non-QA reporting 

• Perform other duties as assigned by management e.g. Participate in QA-calibration sessions to ensure thorough understanding of programs, goals and company standards of excellence 
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties 

Required Skills

• Demonstrated ability to meet client requirements based on recent quality metrics meeting or exceeding required standards;  

• Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action for coaching and constructive feedback 

• Strong organization, time management and above average written and oral communication skills 

• Excellent listening, attention to details, problem-solving, decision-making, collaboration skills to analyze critical and high-risk situations 

• Above average proficient skills in Microsoft Office specifically Excel and PowerPoint applications to analyze and present basic sales and QA data 

  Qualifications

• Bachelor’s Degree is preferred, or minimum of two (2) years college/university required and two (2) years any work experience 

• Ability to prioritize and organize work in a multitasked environment, and to complete tasks and responsibilities under unexpected circumstances 

• Has basic knowledge of SalesForce, or at least other CRMs 

• Lives within Metro Manila or nearby provinces – Bulacan, Cavite, Pampanga or Rizal, and has stable ISP connection with speed at least 100Mbps 

• A team player with the ability maintaining highest level of confidentiality 

• Ability to adapt to a flexible schedule and to work during daytime 

• Prior Quality Assurance and/or monitoring experience is not a requirement but highly preferred. 

Professional Values

• Strong work ethic and high attention to detail are a must
• Able to exhibit professionalism and commitment to the role and the company
• Honest, Self-Aware of professional capabilities, and always open to learning and improving
• Adaptable and maintains flexibility in completing tasks in the workplace
• Self-motivated and is able to exhibit professional behavior at all times

To complete your application process, kindly fill-out this application survey (copy and paste the survey, no survey form will mean your application will not be processed) :
https://forms.office.com/r/9ykxf5Tkm9

Application Form