Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for excellence? OracleCMS is looking for a dedicated Quality Assurance Specialist to join our high-performing team in Makati City. In this pivotal role, you will be the guardian of our service standards, ensuring that every customer interaction reflects our commitment to quality and efficiency.
As a QA Specialist, you won't just be monitoring calls; you will be an integral part of our growth strategy. You will dive deep into customer service trends, identify pain points in our workflows, and provide actionable, data-driven insights that help our teams evolve. If you thrive in a fast-paced environment and have a knack for identifying nuances that drive customer satisfaction, we want to hear from you.
We offer a stable dayshift schedule, a collaborative workplace culture, and opportunities for professional advancement within a leading BPO environment. Join us and help shape the future of our customer experience.
Tanggung Jawab
- Conduct regular evaluations of customer service interactions across multiple channels (calls, chat, email).
- Provide constructive feedback to agents to drive performance improvement and policy adherence.
- Analyze quality trends and produce comprehensive reports on agent and team performance.
- Collaborate with operations leaders to address knowledge gaps and update internal process documentation.
- Participate in calibration sessions to ensure consistency in scoring and coaching standards.
- Identify recurring customer issues and suggest proactive solutions to improve the overall customer experience.
- Monitor compliance with company policies, data privacy regulations, and industry standards.
Kualifikasi
- Proven experience as a Quality Assurance Specialist or Quality Analyst within a BPO/Call Center environment.
- Strong command of the English language, both written and verbal.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) for reporting and data analysis.
- Exceptional attention to detail and ability to identify subtle deviations from service standards.
- Strong analytical and critical thinking skills with the ability to turn data into actionable insights.
- Ability to provide clear, empathetic, and professional feedback to team members.
- Highly organized with the ability to manage time effectively to meet daily and weekly targets.