Quality Assurance Specialist

Quality Assurance Specialist - CSR/ Online Sales Local AccountRESPONSIBILITIES:Performs call monitoring and provide quality related reports of agent performance for Customer Service Representative and Online Sales Local Account.Serves as point of contact for quality issues and questions.Prepares metrics/KPI reports and interacts with operations regarding quality improvements.Provides performance feedback and input on all monitored calls and customer interaction .(Chat, Email, Process documentation, etc.) to increase service quality.Attends internal and external process calibration sessions as required.Identifies and highlights failure modes in the process and identifies unethical practices/behavior and highlights it to managers.Coaches and provides constructive feedback on proper process and techniques.REQUIREMENTSAt least 2 years experience as Quality Assurance Specialist for Call Center operations ideally with financial account/program background.Excellent verbal, written and interpersonal communication skills.Flexible when it comes to schedule.Excellent communication and presentation skills.Critical thinking skills.Language proficiency (can communicate well both Filipino and English).Ability to coach and provide constructive feedback to agents.