Quality Assurance Coordinator
Quality Assurance Coordinator
(National Capital Reg)
Responsibilities:
* The Quality Assurance (“QA”) Coordinator will be responsible for overall compliance of processes and procedures in the Quality team. The QA Coordinator will evaluate individual staff performance by regular work observation, maintaining performance scores and comparing results and trends with standards, controls and procedures. They will be responsible for identifying training needs and identifying improvement needs in processes, procedures and utilization. The QA Coordinator will work closely with Supervisors and Trainers in the development and implementation and support of operational policies and procedures. Key
Responsibilities:
* Monitor agent quality on a daily, weekly, and monthly basis
* Develop and maintain quality reports at agent, team, and call center level
* Assist in developing and streamlining Quality procedures
* Communicate with and support Training & Quality Manager, Operations Manager, Supervisors, Trainers, leads, and employees including troubleshooting.
* Participate and contribute to company projects and developmental meetings
* Coach agents on a daily, weekly and monthly basis to Quality improvement
* Coach and feedback to agents during client facing calibration session and receive coaching tips from the client and other vendor team members
* Provide written and verbal feedback to agents on all completed evaluations.
* Provide support to the Quality team.
* Assist with special projects and other duties as assigned.
Requirements:
* Minimum of 2 years experience in a Customer Care and/or BPO operation.
* Usable knowledge of Microsoft Excel and Outlook software programs.
* Excellent communication and organizational skills.
* Understand and comply with all company and departmental rules and regulations, policies and procedures.
* Must have an understanding of technical support and escalation procedures
* Must have an understanding of the Quality Attributes and be able to correlate to call center metrics.
* Skills in establishing and maintaining effective working relationships with staff and customers.
* Must be a self starter, organized, detailed oriented.
StaffRIGHT Solutions, Inc.
Unit 309 Peninsula Court
8735 Makati Avenue cor. Paseo de Roxas,
Makati City 1226
Telephone: +632 7504521 +632 7504630
Fax: +632 7504521
Email: careers@staffright.com.ph