Zengage helps you build your dedicated outbound sales call center in the Philippines, without the overhead of managing your own branch. From office facilities to payroll, human resources and IT, we take care of it so you can focus on managing your team.

Quality Assurance Specialist is responsible for assessing the quality of the performance of our BPO associates who deal with our existing and potential customers. The QA will monitor inbound and outbounds calls and emails responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall company customer’s experience.

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level
• Participates in customer and client listening programs to identify customer needs and expectations
• Provides feedback to team leaders and managers
• Prepares and analyzes internal and external quality reports for management review
• Perform other duties as assigned

REQUIREMENTS AND QUALIFICATIONS:

• College graduate
• Experience of at least 1 year in the BPO industry is preferred
• Excellent English Communication Skills
• Working knowledge on computers
• Good customer service, multi-tasking and problem-solving skills
• Willing to work in a shifting schedule
• Willing to work for 6 days

ENJOY THESE BENEFITS:

• Paid training
• Benefits after 6 months
• Career pathing and advancement opportunities
• Competitive Salary and more!