Quality Assurance Specialist

Responsibilities:

• Participate in the design of interaction monitoring formats and quality standards regularly updating where required
• Conduct timely and objective performance evaluations across all the interaction channels within the CX team
• Provide quality evaluations via remote monitoring of calls (recorded and live calls), live chats, emails, social media channels, ensuring quality delivery on every Analyst-customer interaction
• Use quality monitoring data management tools to compile and track performance at team and individual level
• Ensure compliance to standard operating procedures
• Provide meaningful and constructive feedback and recommendation
• Identify knowledge gap areas and provide regular feedback and coaching to promote increased knowledge and awareness
• Initiate process improvement programs where and when necessary
• Coordinate and facilitate call collaboration sessions for customer operations staff, coaching and alignment purposes to improve of Service Quality
• Prepare and analyze internal and external quality reports for management staff review
• Identify contributors/sources of customer dissatisfaction for briefing and coaching purposes
• Ensure promises made to customers are being fulfilled

Requirements:

• 6-7 years Customer Support experience with a minimum of 4 year in Quality Assurance
• BSc. (MBA, PMP an added Advantage)
• Ability to deal with diverse problems using facts, judgment, and discretion to resolve them
• Have an instinct around anticipating and handling problems, crafting solutions, communicating them to Stakeholders
• Ability to probe effectively for understanding
• Listening attentively to internal customers' complaints and compliments
• Good Analytical skills
• Excellent verbal, written and interpersonal communication skills
• Ability to multitask and successfully operate in a fast-paced environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (intermediate Word, Excel, PowerPoint)