Quality Assurance Specialist

Overview

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

at $3.31/hour ($636.36/month)

BSBA Computer Management

Last Active

November 12th, 2014 (4233 days ago)

Member Since

November 12th, 2014

Profile Description

I've been working in a BPO company for 8 years and 9 months. My first job was a customer service representative, then a resolutions expert and a Quality Assurance Specialist. I love working in a BPO environment because it is not only challenging but rewarding as well. I was able to enhance my skills on decision making, time management, accountability, people skills and flexibility.
I worked at e-PLDT Vocativ Systems Inc. for 1 year and 5 months as a Senior Customer service representative. This is my first job after graduation, I was hired last April 2003 and left the company last September 2004.
I am tasked to mentor fellow agents regarding their performance at work and about the product that we are supporting. We also ensure that we conduct investigation
and resolves issues on a timely manner. We handle email and voice account. We handle calls and answer email queries from customers. We should also ensure that we meet the target AHT, quality scores and other key performance indicator for us to get incentive from the company.
My second job -- I joined APAC Customer Services Inc. for 1 year and 10 months as a Resolutions Expert -
Inbound account. I was hired at APAC last November 2004 and left the company last September 2006. As a Resolutions Expert, I am tasked to be the next support for agents. I handled escalations and provide step by step instructions to agents on how they can handle the customers query. I help them navigate through their system on where they can find the information needed to be disclosed to the customer. I also provide floor support to new hires and do call back for escalations that needs further assistance. As a Resolutions expert, we need to provide accurate information to the agents that asked for our help. We also need to generate reports, memos, quality scores and AHT to all our agents. We need to ensure that all agents are well informed of any product updates and system upgrades. We assist the Team Leader and help them formulate appropriate action plan based from the agents metric.
Lastly I worked at Teletech Lipa for 5 years and 4 months as a Quality Assurance Specialist. I joined Teletech last September 2006 and left the company January 2012.
Our duty is to ensure that all
customer service representative meets and exceeds the expectations set by our clients. We are expected to formulate suggested improvements at the agent, team and project level based from the evaluations and reports we have conducted. We also provide training, Q & A sessions, heart beat sessions with agents, floor support, planning and target setting. As a Quality Assurance Specialist we need to maintain +/- 10% calibration variance and disputes on evaluations should be at 2% of total output. We should also ensure that we complete the required number of evaluations weekly and monthly basis and all our handled agents should be coached based from the target frequency set by their team leader.