Quality Assurance Specialist _ Travel App

Mô tả Công việc

• ≥ 2 years of experience developing & implementing QA programs in a call center.
• Proven ability to gain frontline buy-in, deliver performance feedback, and drive calibrations to QA
  requirements.
• Preferable: experience in flight/hotel/tourism.
• Strong Microsoft Office (Word/Excel/PowerPoint/Google Drive).
• Strong reporting & presentation skills.
• Good English communication.
• Excellent soft skills: oral & written communication, active listening, time management, multitasking, adaptability, organization & prioritization, data analysis & trend identification..

Yêu Cầu Công Việc

General:

• Ensure Quality Monitoring is performed to improve overall quality performance per project 
  standards.

Specific:

• Provide feedback & coaching based on QA audits, complaints, and seller satisfaction to improve communication & quality.
• Train CSRs on soft skills, call/ticket handling, and communication; deliver training for new processes/scope changes.
• Report & analyze quality progress; ensure correct tagging of contact reason categories.
• Generate/update processes & guidelines for CSR adherence.
• Ensure recoveries are completed as needed.
• Attend calibrations & meetings to keep requirements aligned.
• Perform root-cause analysis and design action plans.
• Document CC quality concerns & trends; recommend procedural/training changes.
• Provide information to support performance feedback and motivate quality improvement.
• Test products/procedures to validate functionality & effectiveness.
• Manage BPO performance to achieve KPIs: Productivity, CSAT, CQM.
• Other duties as assigned...