Quality Assurance Specialist | Work From Office - Cloudstaff - ref. s25418623

We’re Hiring: Quality Assurance Specialist!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

Attach this together with your updated CV to become a priority applicant!

Schedule: Night shift

Responsibilities:

• Monitor and evaluate inbound and outbound customer interactions to ensure adherence to quality standards, scripts, and customer service best practices.
• Develop and maintain QA scoring rubrics and evaluation forms.
• Provide regular, actionable feedback to call center agents to support skill development and performance improvement.
• Track QA performance trends and create detailed reports for management.
• Collaborate with supervisors and trainers to identify coaching and training needs.
• Participate in calibration sessions to ensure scoring consistency and fairness.
• Recommend process and script enhancements to improve service quality and efficiency.
• Assist in the development and delivery of QA training sessions or workshops.
• Maintain accurate records of QA evaluations and performance improvement initiatives.
• Perform other duties as assigned.scoring guidelines and provide constructive feedback to agents to improve performance.
• Analyze trends in QA evaluations to identify training needs and process improvement opportunities.
• All other duties as required

Qualification and requirements (non-negotiable):

Certifications and Experience:

• High level proficiency with Microsoft Office applications, High proficiency in MS Excel required
• Hotel/timeshare experience a plus
• A strategic mindset to problem solving and craft win/win solutions.
• Previous experience with a CRM (customer relationship management) system is preferred.
• Previous experience using Salesforce.com is a plus

Skills, Knowledge and Abilities:

• Ability to work both in a team and independently
• Excellent organization and ability to multi-task required to handle multiple priorities
• Very detailed oriented and accuracy is a must
• Technically savvy ~ able to quickly pick up and maneuver through several different systems
• Willingness to become the subject matter expert on the CRM Platform.
• Ability to work in a fast pace office environment
• Excellent communication skills
• Ability to work with a high level of professionalism at all times
• Flexible schedule – Ability to work weekends, evenings and holidays

Perks & Benefits (Work From Office/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**