Offer summary

Qualifications:

1 year of sales experience required., 3+ years of experience in a BPO setting preferred., 2+ years of previous Quality Assurance experience preferred., Experience with Salesforce is a plus..

Key responsibilities:

Conduct regular audits of calls to ensure quality and adherence to standards.

Provide regular and insightful reports on individual and team quality performances.

Champion quality improvements by organizing discussions and ensuring feedback is addressed by Team Leaders.

Identify training needs and opportunities for skill development among Call Team members.

Job description

Your mission as a Call Team Quality Assurance Specialist is to ensure that every call made by our PH Call Team specialists meets established quality standards. Your proactive feedback and insights will be instrumental in improving call quality, increasing sales conversion, and fostering a culture of excellence within our Call Teams and across the company.

Responsibilities:

Conduct regular audits of calls to ensure quality and adherence to standards
Provide regular and insightful reports on individual and team quality performances
Champion quality improvements by organizing discussions and ensuring that feedback is sent to and addressed by Team Leaders
Identify training needs and opportunities for skill development among Call Team members based on quality data
Prepare actionable reports and escalate when necessary
Drive initiatives that help improve quality overall, including reviewing existing standards for better sales conversion

Requirements