Quality Assurance Specialist (BPO Industry)

- Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.

- Make recovery call for risky cases to minimize high-risk cases to drive CSAT.

- Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.

- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.

- Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

- Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.

- Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.)

Key Measure:

- Successful implementation of process improvements

- A common quality language regarding processes and improvements used in the organization

- Knowledge of key principles of quality management distributed in the organization

- Available for night shifts (May work one shift during either of the following time slots: 20:00 - 5:00 or 23:00 - 8:00, onsite at the company office)

- Have at least 1-year experience in QA in BPO, Contact center industry.

- Excellent speaking and writing in English.

- Experience in managing quality performance targets desired.

- Strong determination for KPI achievement.

- Disciplined and highly motivated to motivate and encourage the team for improvement.

- Excellent oral, written, and interpersonal communication skill.

- Demonstrated problem-solving skills, strategic and analytical capabilities.

- Having experience/background in IT, Tech Support, high-tech projects is a big plus.