QA SPECIALIST

 
Qualifications

• Excellent verbal, written communication skills
  




• with at least one year of experience in the same capacity in a BPO company
  




• Outstanding customer service skills and dedicated to provide exceptional customer care
  




• Must be self-motivated and self-starter
  




• Exceptional listening and analytical skills
  




• Solid time management skills
  




• Ability to multitask and successfully operate in a fast paced environment
  




• Excellent team player and interpersonal skills
  




• Must adapt well to change and successfully set and adjust priorities as needed
  




• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
  




• Willing to work on graveyard shift
  




• Amenable to work-on-site
  

Requirements

Responsibilities

• Participates in design of call monitoring formats and quality standards.
  




• Performs call monitoring and provides trend data to site management team.
  




• Uses quality monitoring data management system to compile and track performance of the team and individual employees
  




• Participates in client listening programs to identify client needs and expectations
  




• Coordinates and facilitates call calibration sessions for telemarketers and Insurance Advisors
  




• Provides feedback to team leaders and managers
  




• Process/Audit client refunds and provide analytical data for analysis
  




• Leads on-boarding process of agents from classroom training to operations