QA Specialist

At SHORE, we make employee welfare a priority. Our collaborative work environment, family atmosphere and career development options enable the employees at SHORE to be part of a winning team.
QA Specialist
Job Description:
Enhances and improves the quality performance of our customer service agents through a combination of auditing, training and coaching and to monitor and maintain company quality standards in other areas as required.
  • Conduct live (or recorded) voice and/or audits of calls handled by CSR’s.
  • Audit other electronic transactions (i.e. email, chat, reports, etc), if applicable.
  • Give feedback to CSRs (and ASs) for defects found or commend those with zero defects.
  • Monitor and verify if corrective actions are implemented & effective.
  • Participate(with AS & OM) in root-cause analysis of  quality issues and regularly discuss corrective and preventive actions with operations management.
  • Provide (with AS) product re-training and up-training to CSRs as required (and monitor effectiveness of said training.
  • Generate audit checklist whenever a checklist is not provided by the client.
  • Determine (with AS, OM and client if applicable) if a CSR will be certified for a particular account.
  • Calibrate quality scores with clients’ if applicable and participate in client meetings and conference calls.
  • Compile and track quality performance highlighting trends to operations management
  • Recommend changes to processes, technology (CRM/KRM), scripts, etc to improve effectiveness and productivity.
  • Monitor telecom line quality and floor background noise.
  • Responsible for the dissemination of information and implementation of the company’s information security policy.
  • A College degree / Bachelor Degree in any field
  • Preferably three-year related experience in the Call Center or Customer Service industry.
    • Knowledge and experience in Call Center environment required.
    • Ability to communicate directly with the client.
    • Proficient with spreadsheets and word processing software
    • Excellent written and verbal communication skills
      • Proven leadership skills
      • Ability to effectively persuade others to follow protocol and drive change
      • Coaching skills
      • Effective business, proposal and report writing
      • Analytical and problem solving skills
      • Excellent customer service skills
      • Must have outstanding communication skills (verbal and written), motivational skills, and a professional demeanor.
      • Excellent organizational and time management skills
      • Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
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