Deskripsi Pekerjaan
Join Global Administrators Inc. as a Quality Assurance Specialist and become a cornerstone of our customer service excellence. We're seeking a meticulous professional to maintain rigorous quality standards in our call centre operations. This full-time, permanent onsite role at Eton Centris offers the unique opportunity to work a graveyard shift while directly impacting service delivery. You'll analyze customer interactions, identify improvement opportunities, and ensure our team consistently delivers exceptional experiences. Our competitive compensation package reflects the value we place on quality-driven professionals who thrive in dynamic environments.
As part of our dedicated QA team, you'll play a pivotal role in upholding our reputation for service excellence. The graveyard schedule allows you to work while others rest, offering a distinctive work-life balance. Global Administrators Inc. provides comprehensive training and career development opportunities for ambitious QA specialists committed to continuous improvement.
Tanggung Jawab
- Monitor and evaluate customer interactions (calls, chats, emails) to ensure compliance with quality standards
- Identify service gaps and recommend actionable improvements to enhance customer satisfaction
- Document detailed QA reports with performance metrics and trend analysis
- Provide constructive feedback to agents to drive continuous performance improvement
- Collaborate with team leaders to implement quality assurance initiatives
- Maintain accurate QA databases and track key performance indicators
- Participate in calibration sessions to ensure consistent evaluation standards
Kualifikasi
- Bachelor's degree in Business Administration, Psychology, or related field preferred
- Minimum 1-2 years experience in quality assurance or customer service monitoring
- Proficiency in QA tools and quality evaluation methodologies
- Exceptional attention to detail with analytical problem-solving abilities
- Strong written and verbal communication skills
- Ability to work independently and collaboratively in a team environment
- Willingness to work graveyard shift schedule
- Experience in call centre or customer service industry highly advantageous