Deskripsi Pekerjaan
Join the dynamic team at Express Global-Tech Services Ltd. Incorporated as a Quality Assurance Specialist. We are a leading provider of business process outsourcing services, specializing in call center operations and IT solutions. In this pivotal role, you will ensure the highest standards of service delivery by evaluating agent performance and maintaining compliance with company policies and industry regulations. We are looking for a detail-oriented professional who is passionate about process improvement and team development to help us elevate our customer service experience to new heights.
Your day-to-day will involve listening to and analyzing customer interactions, conducting quality audits, and providing constructive feedback to support the continuous growth of our support staff. You will play a critical role in identifying trends, resolving operational bottlenecks, and implementing best practices to enhance overall agent efficiency. If you have a keen eye for detail and a drive to maintain excellence in a fast-paced BPO environment, we encourage you to apply today.
Tanggung Jawab
- Conduct regular quality assurance audits of calls and chat interactions to ensure adherence to scripts, tone, and company standards.
- Monitor and analyze Key Performance Indicators (KPIs) to identify areas for improvement and operational excellence.
- Provide constructive, actionable feedback to call center agents to foster professional growth and enhance service quality.
- Identify recurring issues in customer feedback and collaborate with management to develop and implement process improvements.
- Ensure compliance with industry regulations, company policies, and quality management systems.
- Train new hires and existing staff on quality standards, product knowledge, and soft skills.
Kualifikasi
- Bachelor’s degree in any relevant field or equivalent professional experience.
- Proven experience in a Quality Assurance or Customer Service role within the BPO or Call Center industry.
- Excellent written and verbal communication skills in English.
- Strong analytical skills with the ability to interpret data and generate meaningful reports.
- Proficiency in using CRM software, call recording tools, and QA monitoring systems.
- Detail-oriented approach with the ability to multitask in a fast-paced environment.