Customer Service Quality Assurance Specialist

📋 Description

• Develop, update, and enforce CS quality assurance policies and SOPs
• Conduct regular QA reviews of support tickets and calibrations
• Identify, analyze, and resolve CS workflow inefficiencies
• Monitor, document, and report quality metrics to CS team
• Create training materials and manuals for QA/compliance
• Deliver trainings and ongoing support to CS agents
• Perform additional duties as assigned by Supervisor

🎯 Requirements

• QA concepts, methodologies, and tools
• Strong analytical, problem-solving, and decision-making
• Testing, version control, and defect management
• Proficient in written and spoken English
• Interpersonal, teamwork, proactive attitude
• 2–3 years in Customer Service or BPO QA
• Computer literacy with standard QA software
• Flexible rotation schedule, weekends/holidays
• Willing to work from home or office as needed
• Bachelor’s degree or equivalent

🎁 Benefits

• Competitive total compensation
• Team-building programs and events
• Comprehensive healthcare schemes for employees
• More perks and opportunities to learn