ESSENTIAL DUTIES AND RESPONSIBILITIES
- Conduct quality assurance evaluations (internal audits) for employees to improve the customer experience
- Provides immediate feedback to employees who incur critical error
- Conducts regular feedback to employees regarding their quality audits
- Spearheads in internal and external calibration sessions and provide calibration result.
- Generate weekly, monthly and quarterly quality audit-related reports which shall be sent out to internal clients such as Operations Manager and team captain.
- Help improve the technical competence of our frontline consultants through quality evaluations which identify both strengths and development opportunities
Minimum Requirement Qualifications:
Key Skills
- Knowledge in QA Fundamentals and principles
- Google suite
- Google Analytics
- Proficiency in MS Office
Education and/or Experience
- Bachelor's/College degree
- Proven interest in technology and how it is changing the world of work
- With at least 2 years of Quality Assurance experience in the BPO Industry
Language Skills
- Average communication skills in English