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Lead Quality Assurance Specialist

Job Category:

BPO / KPO / Shared Services

Job Level:

Professional

Open Date:

13-Nov-2020

Location:

TAGUIG CITY

Close date:

13-Dec-2020

Client Overview:

Graphic design platform, used to create social media graphics, presentations, posters, documents and other visual content.

Client Industry:

SHARED SERVICES

Job Description and Qualification:

Responsibilities:

  • Owns transaction monitoring and review for all of Customer Service Team
  • Schedules and hosts fortnightly calibration sessions with the Leads and Subject Matter Experts
  • Schedules and hosts weekly sessions with the Vendor team to calibrate and ensure alignment with Customer Service Team and User Voice Group goals
  • Initiate and schedule monthly sessions with Leads to discuss trends, performance gaps and recommendations based on Quality reviews 
  • Collaborate with the trainer to discuss training needs based on trends and performance
  • Conducts regular review and updating of processes aligned to current policy, processes or changes
  • Scheduling and planning of monthly sessions with Specialists to calibrate or discuss observations / insights and findings from CSAT and Transaction monitoring
  • Weekly and Monthly preparation and update of Quality and CSAT reporting including team, specialist and tenure level breakdown

Qualifications:

  • Candidate must possess at least a Bachelor’s/College degree
  • 3 - 4 years of relevant experience preferably supporting online platform technology
  • Knowledge in technology companies and their services within CHT’s area of responsibility
  • Clear understanding of how to determine the root cause of performance issues related to skill
  • Ability to develop and recommend quick fixes and long-range plans 
  • Ability to analyse simple to complex data and to provide and make sound and data-driven recommendations
  • Excellent communication and interpersonal skills

Salary:

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