Quality Assurance Analyst & Trainer
KMC Solutions
- Taguig, Philippines19th, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 3 years ago
2021-07-02T16:00:00+00:00Job closed.
Job Description
- Evaluate and report on client contacts via chat, email & phone to ensure quality standards are met as per documented processes
- Provides weekly or monthly coaching on quality reviews and audit findings
- Report on trends & give recommendations on agent/process improvements to Senior Quality Assurance and Training Analyst and Customer Service Team Leaders
- Use reports/trends to improve Customer Experience
- Attend and participate in meetings or discussions set by the department to meet quality and customer service standards
- Facilitate and participate in monthly or scheduled calibration to make sure that the QA department is consistent in their audits
- Audit manual tasks performed by the wider business, which include Verification, Resulting, Payments, Fraud, Marketing, Trading for accuracy, efficiencies & to reduce revenue loss
- Report to wider business on trends that relate to Audit errors
- Use initiation to create new relevant reports when required
- Manage new starter training, which includes updating all training material
- Conduct ongoing refresher courses and re-training in critical identified areas or as needed
- Administer written or online exams monthly to evaluate learnings and evaluate future learnings
Minimum Qualifications
- Candidate must possess at least a Bachelor's/College Degree
- Must have relevant work experiences;
- Excellent Communication skills;
- Strong customer-centric focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis.
- Outstanding communication and interpersonal skills & ability to maintain a high degree of confidentiality
- Ability to work in an agile manner and successfully multitask
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- KMC Cybersigma Lawton Ave. Mckinley West
- Industry
- Business Process Outsourcing
- Vacancy
- 1 opening
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About KMC Solutions
KMC Solutions provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
Our company provides email and live chat services to our clients for a Tech firm in the US and AUS, as well as monitoring for fraudulent customer trends and finance.