Urgent! Quality Assurance Lead/Specialists

EXPRESS GLOBAL-TECH SERVICES LTD. INCORPORATED

We are URGENTLY looking for:

QUALITY ASSURANCE SPECIALIST

Please note: Not a Work from Home Set up, Not a Hybrid Set up

Job Description

Responsibilities also include quarterly audits to ensure proper billing.

Quality Assurance Specialist duties and responsibilities:

• Oversee internal processes and procedures, develop best practices, and design documentation to ensure quality and create efficiencies wherever needed
• Train and evaluate staff by performing spot checks of data entered ticketing system for accuracy and completion
• Regularly analyze quality data and suggest actions based on collected data
• Manage the log of quality reports and other quality documentation
• Ensure quality and sustainability of processes
• Perform client interaction reviews and evaluate the communication between support team and customer.
• Be able to identify service tickets that require urgent attention
• Investigate customers' needs and want and develop a strategy for meeting their needs
• Identify deficiencies, suggest solutions to identified problems
• Identify quality assurance process bottleneck and suggest actions for improvement
• Oversee continuous improvement on tickets
• Identify key KPIs for ticket quality
• Prepare and present reports and metrics to Senior Management
• Trend Analysis on tickets; reviewing incidents vs problem
• Watch over call history and repeat ticket patterns (recurring issues)
• In addition, perform quarterly audits on Agreements for "Billable Tickets" which include
• Move / Add / Change Requests
• Additional users
• Additional Servers / Hardware
• Additional Software

Quality Assurance Specialist requirements and qualifications:

• With customer service experience in BPO Call Centers and IT field
• 5-8 years of experience as a Quality Assurance Specialist or similar role in a BPO or call center set up
• Experience in doing customer research with the purpose to assess their needs and wants
• Experience with Quality Assurance in a BPO or call center set up
• Understanding of data analysis
• Critical thinker and problem-solving skills
• Team player – Must be able to work with both technical and non-technical audience
• Good time-management skills
• Great interpersonal and communication skills Knowledge of principles and processes for providing exceptional customer service. This includes customer needs assessment and evaluation of customer satisfaction.
• Ability to understand and communicate technical issues.
• Strong communication skills.
• Must have a good business aptitude with strong customer service skills.
• Ability to manage and prioritize variable workload.
• Work closely with IT management on solutions/improvements.
• Must adhere to all company policies, procedures and business ethics codes.
• BSc/BA in IT, Computer Science, or relevant field