Quality Assurance Specialist I - Support Group (On site work)
RealPage
- Pasig City, Metro Manila
- Permanent
- Full-time
- Reviewing agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
- Contributing to call calibration sessions to evaluate agent performance.
- Analyzing call center data to generate valuable insights to predict customer trends.
- Tracking key quality assurance metrics for improvement strategies.
- Making recommendations on process and policy improvements from reports.
- Process Improvement: Collaborate with Product Support leaders to identify opportunities for process improvement and service enhancements. Implement best practices and innovative solutions to achieve customer-centric goals.
- Stakeholder Communication: Develop strong working relationships with cross-functional teams and stakeholders. Collaborate with Product Support leaders to address customer pain points and ensure consistent delivery of exceptional support.
- Reporting and Analysis: Prepare reports on quality performance, evaluation findings, and improvement initiatives. These reports facilitate data-driven discussions with management and support strategic decision-making. While this is a task mainly for the reports analyst, QAs may be asked to perform this as needed.
- 1-2 years Quality Assurance experience in a BPO set up
- COPC QA certification and or experience with the COPC QA process preferred.
- College degree is preferred but relevant work experience will be considered as well.
- Strong analytical and problem-solving abilities to identify performance gaps and implement improvement initiatives.
- Effective communication skills to provide feedback, report on performance metrics, and collaborate with cross-functional teams.
- Proficiency in quality assurance methodologies, evaluation techniques, and process improvement tools.
- Must have experience of at least 1 year tenure in the Product Support department
- Has relevant past QA experience for at least more than 6 months
- COPC QA certification and or experience with the COPC QA process is preferred