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Quality Assurance Specialist (Cebu)

Remote:

Full Remote

Contract:

Full time

Experience:

Junior (1-2 years)

Work from:

Philippines

Offer summary

Qualifications:

1-2 years experience in BPO QA, Experience with audits (calls, tickets, chats), Knowledge of e-commerce platforms preferred, Access to backup desktop or laptop, Willingness to work flexible hours.

Key responsabilities:

Assess program effectiveness and create reports
Develop and implement quality assurance policies
Identify training needs and coordinate training
Conduct employee evaluations through monitoring
Ensure ongoing compliance with quality standards

Booth & Partners Large https://boothandpartners.com/

1001 - 5000 Employees

See more Booth & Partners offers

Job description

About Us:

Started in 2013 by CEO Carmen Booth and Managing Director Jamie Booth with a vision to provide businesses from all around the world with their own full-time, first-rate offshore team in the Philippines.

Our smart tailored outsourcing and HR solutions deliver high-quality results with reduced operating costs for companies of all sizes across a wide range of industries.

Responsibilities:

This role requires a strategic approach to assessing program effectiveness, creating detailed reports, and managing any additional tasks or special projects that come up. It involves developing and implementing quality assurance policies, procedures, and guidelines, ensuring standards are met for full compliance. The position also focuses on identifying training needs, coordinating targeted training programs, and conducting employee evaluations through call monitoring and hands-on supervision to maintain and raise quality standards.

Will develop methods for evaluation of program effectiveness
Will prepare program reports
Will perform other duties and/or special projects as necessary
Draft quality assurance policies, guidelines, and procedures
Interpret and implement quality assurance standard
Identify training needs and organize training interventions to meet quality standards
Ensure ongoing compliance with quality
Evaluate employees through call listening, side-by-side, live monitoring

Requirements

1-2 years of experience as a QA Specialist in the BPO industry
Someone who has experience in doing audits for calls, tickets, emails, chats
Someone who has experience in handling volume audits
Preferably someone who has experience in e-commerce platforms such as Shopify, Etsy, etc. (not necessarily as a QA)
Must have a backup desktop or laptop with the latest OS
Must be able amenable to work between 8 PM to 8 AM Manila time, 7 days a week.
Must be amenable to reporting full onsite work in our Cebu Office.