Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for excellence? Trec Pacific is looking for a dedicated Quality Assurance Associate to join our growing team in Pasig City. In this role, you will play a critical part in maintaining our high standards of service by monitoring interactions, identifying coaching opportunities, and ensuring that our customer experience remains top-tier.
We are seeking a candidate who is analytical, articulate, and committed to continuous improvement. If you have a sharp eye for detail and a desire to level up your career within a dynamic contact center environment, we want to hear from you. We provide a supportive culture where your feedback drives operational success and personal growth.
Tanggung Jawab
- Monitor and evaluate customer service interactions (calls, emails, chats) against established quality guidelines.
- Conduct regular quality audits to identify process gaps and areas for improvement.
- Provide actionable feedback and coaching recommendations to agents to boost performance.
- Maintain accurate and detailed logs of all quality assessments and performance reports.
- Collaborate with team leads and operations managers to address recurring performance trends.
- Participate in calibration sessions to ensure consistent evaluation standards across the team.
- Assist in the development and update of quality scorecards and training materials.
Kualifikasi
- Previous experience in a Quality Assurance or Analyst role within a BPO/Call Center environment is highly preferred.
- Strong command of the English language, both written and verbal.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and quality monitoring software.
- Exceptional analytical, critical thinking, and problem-solving skills.
- Ability to remain objective and provide constructive feedback in a professional manner.
- High attention to detail and ability to meet deadlines in a fast-paced environment.
- Ability to work a full-time schedule, including potential rotating shifts.