Quality Assurance (Call Center - App Food Dilivery)

 QA will be directly responsible of tasks including (but not limited to):

•  Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
• Providing feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance
• Training CSR’s on soft skills, call handling and communication skills
• Providing report and analysis on quality progress to HOCS
• Ensuring contact reason categories are tagged correctly
• Generating process and guidelines for CSR’s to adhere
• Ensuring recoveries are done
• Attending calibration and meetings to ensure requirements are on par
• Training CSR on new implementations and process changes.
• Analyzing the root cause of issue and able to design action plan.
• Document Contact Center quality concerns and trends for procedural changes, recommendations and training.
• Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
• Test products and procedures to establish functionality and effectiveness.
• Manage BPO performance to achieve KPIs of productivity, CSAT, CQM
• Other duties as assigned

 At least 1 year-experience developing and implementing quality assurance programs in a call center environment

Experience persuading audience and front line employees to support new initiatives

Performance review twice a year , 13th Salary.

An Quarterly party/ End Year Party. 

Annual company trip and team building

A fully employee- care benefit system.