Quality Assurance Analyst Temporary
RPM BPO SRL
- Santo Domingo
- Temporal
- Tiempo completo
In office
Salary 200 pesos per hour
Transportation Allowance 5,000 DOP Per month
Schedule 0800AM 0500PM AST
US and Local Holiday work Upon clients requestJob ResponsibilitiesAuditing Calls and Support TicketsConduct thorough evaluations of customer interactions across calls, and support tickets to ensure quality standards are consistently met.
Assess communication skills, accuracy of information provided, adherence to company policies, and overall customer experience.Quality Grading and Training Insights
Score and grade interactions based on predefined quality assurance criteria and performance metrics.
Identify trends, recurring issues, and performance gaps to highlight areas where additional training or coaching may be needed.
Provide actionable insights and recommendations to management to improve team performance and training programs.Compliance and Accuracy Monitoring
Detect and flag any noncompliant behaviors, including deviations from company procedures, policies, or regulatory requirements.
Identify instances where incorrect, incomplete, or misleading information is provided to customers.
Ensure all interactions align with organizational standards and best practices.Audit Reporting
Complete detailed, accurate, and welldocumented audit reports for each evaluated interaction.
Ensure reports are submitted in a timely manner, meeting deadlines and maintaining consistency in documentation.
Clearly outline findings, scores, and recommendations in an easytounderstand format.Coaching and Feedback
Provide clear, constructive, and actionable feedback to agents based on audit findings.
Offer stepbystep guidance and coaching to help improve performance, communication skills, and adherence to procedures.
Support continuous improvement by reinforcing best practices and addressing development areas.Requirements for the roleB2 English
Must have great reading, writing, listening, and speaking
2 years experience in a QA role
High Attention to detail
Strong organization skills
Comfortable working in a fast paced environment.
Experience with Office is a Plus.
Bolsa de trabajo República Dominicana ofrecemos puesto de Quality Assurance Analyst Temporary para el sector de CallCenter Telemercadeo en la empresa RPM BPO SRL de Santo Domingo de Guzmán. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Tiempo Completo.
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