Quality Assurance Specialist

Description:
Seeking a meticulous Quality Assurance Specialist to ensure excellence in our products/services. If you're detail-oriented with a passion for maintaining high standards, we want you on our team!

Duties and Responsibilities:

1. Monitor and review calls conducted by call center agents.

2. Assess and rate these calls using an approved evaluation sheet.

3. Deliver prompt feedback to pertinent stakeholders for effective coaching of agents.

4. Engage in calibration sessions with different partners to ensure consistency.

5. Reporting: Prepare detailed reports and documentation on quality issues, including findings, recommendations, and corrective actions taken

6. Gather and analyze customer feedback and complaints related to quality, using the information to drive improvements in collection services.

7. Assess and mitigate potential risks related to quality issues and work on strategies to minimize their impact

8. Documenting quality assurance activities and creating audit reports.

Qualifications:

1. Bachelor's degree in a relevant field or equivalent work experience.

2. Previous experience in quality assurance within a collection agency or similar environment preferred.

3. Strong understanding of collection industry regulations, guidelines, and best practices is as plus

4. Proficiency in analyzing data, identifying trends, and generating reports to drive improvement.

5. Excellent communication skills, both verbal and written, with the ability to provide constructive feedback.

6. Detail-oriented with a focus on accuracy and thoroughness in reviewing processes and documentation.

7. Ability to collaborate effectively with team members and management to implement quality improvement initiatives.

8. Familiarity with quality assurance software or tools is a plus.

9. Flexibility to adapt to changing priorities and work effectively in a fast-paced environment.

10. Commitment to maintaining confidentiality and adhering to ethical standards in handling sensitive information.

Requirements:

1. PSA/NSO of Birth Certificate

2. School Credentials (Diploma/Transcript of Records/Certificate of Graduation)

3. Original copy of NBI Certificate

4. National Police Clearance

5. Barangay Certificate

6. SSS Document (UMID/SSS ID/SSS E1 form)

7. HDMF Document (HDMF ID/ Loyalty Card)

8. Philhealth Documents (Phic ID/ MDR)

9. BIR Documents (TIN ID/ BIR form 1902)

10. Certificate of Previous Employment

11. Sketch of residence from the nearest landmark

Skills:
(Not indicated)