Quality Assurance Officer
Job Description
JOB DESCRIPTION
. Aligns quality standards to adhere to current company standards.
. Evaluates agent service delivery and product knowledge, and provides associated feedback and suggestions to enhance the customer experience and productivity.
. Compiles statistical data with narratives and present findings to the team and stakeholders.
. Identifies and analyzes irregularities or trends and uses findings to improve the customer experience and the sales conversion rates.
. Manages short-term projects as they relate to the Quality and Process improvement and/or Customer Experience.
. Provides assessment and action plan to agent, team, or department and provides reporting with root cause analysis to Manager, on areas of improvement.
Job Details
Employment Types:
Full time
Industry:
Retailing
Function:
Customer Service / Call Centre / BPO , Pharmaceutical / Biotechnology , IT / Software Development – Network Administration / Security
Roles:
Quality Assurance / Control (QA / QC) , Quality Assurance – Manager
Skills:
Quality Assurance Officer
