Customer Service Quality Assurance Specialist

📋 Description

• Develop, update, and enforce CS QA policies and SOPs
• Conduct regular quality reviews of support tickets and calibration sessions
• Identify, analyze, and resolve workflow inefficiencies in CS operations
• Monitor, document, and report on quality performance metrics
• Create and maintain training materials and operational manuals
• Deliver training sessions and ongoing support to CS agents on systems, policies, and SOPs

🎯 Requirements

• Solid understanding of QA concepts, methodologies, and tools
• Strong analytical, problem-solving, and decision-making capabilities
• Experience in testing processes, version control, and defect management
• Proficient in written and spoken English
• Excellent interpersonal and soft skills, including professionalism, teamwork
• 2 to 3 years of experience in Customer Service or BPO Quality Assurance

🎁 Benefits

• Competitive total compensation package
• Various team-building programs and company events
• Comprehensive healthcare schemes for employees
• And many more! Apply and let us tell you more!