Quality Assurance Specialist

Overview

Looking for full-time work (8 hours/day)

at $1.41/hour ($272.73/month)

Associate in Computer and Electronics Technology

Last Active

November 4th, 2014 (4230 days ago)

Member Since

May 30th, 2014

Profile Description

I'm on my 8th year working in BPO Industry where I held different job roles, mostly in the field of Information Technology. I started as Technical Support Representative with D-Link Canada, where I assist home-office customers with their difficulty connecting to the Internet or just mainly using or setting up the products. I primarily handled calls regarding routers, adapters, print servers and IP cameras. Then, I worked with Hewlett-Packard USA as Technical support for their home-office users of Notebooks. Everything else about the device's hardware stuff and pre-installed software is what I support. This front of house role only lasted for nearly 5 months as I have been promoted to be a QA Specialist. I did not initiate to apply to this post, but was rather encouraged by the QAs themselves who evaluated my performance as an agent. As a QA, I listened to calls to identify positive performance and areas of opportunities of the agents. Pull out agents, touch base with the teams I handle and provide feedback and share best practices. Apart from monitoring calls, I also did some reports needed by Operations such as site metrics, CSAT, data scrubbing and some fraud investigation. During the company's ramp to hire more people, I was chosen to help out Recruitment team for a month to pick the right people and serve our customers. Still in the same company, I supported another US account which is AT&T DSL. After 2 years, I moved to APC by Schneider Electric. An US-French electric company, whose main products are power supplies, Back-UPS and servers. I worked with them for almost 2 years as Technical Helpdesk support. I also worked with Sykes Asia for their HP Printing and Imaging devices account. Providing technical assistance to Aussie and Kiwi customers having difficulty using or setting up the product. Common problems I deal and solve everyday are garbage print, wireless installation, scanner issues, can't send/receive fax and the ever famous paper jam. Currently, I'm with Telstra. Australia's largest telecommunications company. I spent 6 months as their Business Consultant (that's how they call their FOH agents), then promoted to QA role since May 2013.