International Quality Assurance Outbound Specialist
HelloConnect Inc.
Taguig City, Metro Manila
Permanent
Full-time
16 days ago
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Main purpose of the jobThe international quality assurance outbound specialist is responsible for identifying improvement opportunities and ensuring consistent implementation of quality standards for our outbound operations.Responsibilities and DutiesManage and engender a supportive relationship with the BPO quality teams to ensure quality is embedded within the outbound operations and to highlight opportunities for improvement.Analyze quality metrics and align with BPO on actions to improve them if neededActively address process, knowledge, and skills improvement opportunitiesSupport quality improvement projectsProvide actionable data to various internal stakeholders as neededCoordinates the quality reports for management staff reviewUndertake duties of a general nature, or additional tasks, that may be required from time to time by the businessPlay an integral role in improving the overall quality of conversions and help the outbound department achieve KPIs the Sales Operations Manager sets.Qualifications and skills2+ years experience in a global customer care quality teamExperience in measuring, analyzing, and tracking quality and customer care metricsExceptional analytical skillsAbility to multitask and successfully operate in a fast-paced environmentMust adapt well to change and successfully set and adjust priorities as neededAble to identify improvement opportunities and easily translate them into actionsExcellent communication skills in writing and speakingProficient in using Google Suite. Preferably knowledgeable in data platforms such as Tableau and DataGamz.