Quality Control Specialist (BPO) - Intelegencia BPO LLC Corp.

Job Description

The ideal candidate will have a strong background in quality assurance within the BPO industry and a passion for driving performance excellence across customer interaction channels.

• Design and implement quality monitoring formats and standards for voice, chat, and email interactions.
• Utilize quality monitoring systems to compile and track team and individual performance.
• Participate in customer and client improvement programs to identify needs and expectations.
• Monitor interactions and provide performance trend data to site management.
• Identify and track poor performance interactions for improvement.
• Facilitate internal and client call calibration sessions.
• Provide feedback and coaching to team leaders and agents.
• Recommend corrective actions for critical and non-critical errors.
• Generate and analyze daily, weekly, and monthly performance reports.
• Prepare internal and external quality reports for management review.
• Perform other duties as assigned.

• 2–3 years of experience in BPO Quality Assurance.
• Certifications in Facilitation Skills, Quality Auditor, Quality Improvement, or Six Sigma are a plus.
• Experience monitoring voice, email, and chat interactions.
• Proficient in Root Cause Analysis (RCA).
• Strong computer skills, including Microsoft Office and database tools.
• Familiarity with quality tools, concepts, and methodologies.
• Knowledge of relevant regulatory requirements.

• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical and problem-solving abilities.
• Highly organized with effective time management skills.
• Leadership and team-building capabilities.
• Adaptability to change and shifting priorities.
• High attention to detail and sound judgment.
• Customer service orientation.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Ability to work flexible schedules, including weekends.
• Self-motivated and resourceful with minimal training required.
• Comfortable using various customer interaction channels (phone, email, chat, social media).
• Positive and bubbly personality.