Quality Assurance Specialist - Davao

• Complete internal and external client calibration sessions
• Supporting Team Leaders in setting improvement programs and action plans for CSRs
• Reporting on completed projects and/or reviews (upon requests)
• Escalating quality deficiencies to QL/QM
• Attending internal local meeting (staff or other departments)
• Being a campaign expert for all campaigns in assigned site
• Gathering up-to-date information and integrating feedback into the best practices
• Handle internal and client complaint/escalations

• Informing Training, CS, and OPS of any gaps in contact handling or online guides
• Stay well informed with all required campaign information
• Aligning with any new processes created or provided by management

• Providing recommendation to assist in creating new training programs
• Delivering client specific quality training as required to all stakeholders
• Participating in reviews for analysis
• Identifying and reporting any training needs to maintain quality level
• Continuously reviewing procedures and implementing improvements with feedback from the client, and quality department
• Discuss QA process and expectations to Pre-30 agents upon assignment

• Calibrating with QPM, QM, Team Leaders, Business Managers and client at regular intervals, monitoring transactions and analysing transaction monitoring results.
• Ensuring through follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up and consequence (PDP, action plan).
• Using reporting, if needed, as an extended means to review performance of the team/agents.
• Understanding and supporting clients and company needs and requirements for Quality Improvement.
• Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
• Completing any quality reporting for documentation purposes (Tracker, Forms, etc)

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