Quality Assurance Specialist (CLARK,PAMPANGA)
(Central Luzon – Clark, Pampanga)

Responsibilities:

* Responsible for auditing quality and providing feedback to Supervisors and Trainers
* Achieves daily, weekly and monthly quality monitor goals for email/call/order in accordance with account specified goals
* Provide performance feedback and input to all monitored calls to increase service quality – Real time discussion
* Serves as point of contact for all quality issues and questions
* Prepares QA/CSAT reports and interacts with operations and support groups regarding quality improvements.
* Ensures adherence to client standards and recommends/develops actions plans/process improvements, if necessary to contain and correct quality problems.
* Schedules, coordinates and facilitates call calibration sessions together with the Program Supervisors and/or Client.
* Ensure quality of work to the satisfaction of customer (internal/external).
* Assesses and discusses problems relating to yield quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns.
* Updates personnel on changes regarding information, policies, guidelines, spec etc. through Specs/Info awareness/campaign.
* Provides effective communication and quality feedback to staff
* Prepares and presents both written and verbal communication to clients and colleagues alike
* Is able to communicate effectively at short notice and under pressure.
* Acts decisively to solve people problems and create action plans
* Delivers reports on time as requested by management
* Reviews and evaluates the service levels achieved by the group and of project plans.
* Ensures that the team is sufficiently- staffed to provide a quality service for the clients.
* Plans the monitoring of staff performance
* Gives out QM weekly targets and ensures that monitors meet these targets
* Plays a lead role in the QA team for the program
* Defines and manages achievement of client performance objectives
* Driven by results and foster a client-centric work environment from across all team members
* Consistently demonstrates sound judgment

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , any field.
* At least 2 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Clark,Pampanga.
* Preferably 1-4 Yrs Experienced Employees specializing in Quality Control/Assurance or equivalent.
* Full-Time positions available.

Company Name :
Sutherland Global Services Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
25/F Export Bank Bldg. Chino Roces Cor Gil Puyat Ave. Makati City 1200
WebSite :

http://www.sutherlandglobal.com