Quality Assurance Specialist

transcosmos (TCIS) (Taguig, Philippines) 14 days ago

Job Title

Quality Assurance Specialist

Key Tasks and Responsibilities

    • Oversee all aspects of quality assurance including contact monitoring, evaluation and calibration scoring
    • Provide coaching, training and development to contact center agents along with Team Leader
    • Educate agents, supervisors and managers on Quality Assurance process
    • Track and identify reoccurring problems and service opportunities
    • Analyze quality and performance trends to provide recommendations for improvement
    • Responsible for scheduling, facilitation and documentation of regular continuous improvement meetings
    • Determines call / chat / email quality standards by studying inbound calls/ chats /emails; conducting test chats.
    • Verifies call / chat /email handling results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
    • Provides feedback to management by monitoring contacts; participating in help sessions.
    • Contributes to team effort by accomplishing related results as needed.



Responsible to: Quality Assurance

Other relationships: To gain the confidence and respect of your colleagues and customers


Developing yourself

  • Actively and continuously develop professional and personal skills, business awareness and orientation to the bigger business picture.
  • Seek opportunities to strengthen own knowledge, skills and experience
  • Adapt positively and quickly to changes in the working environment
  • Seek new approaches, ensuring you do not persist with ineffective behaviors

Problem Solving

  • Think expansively and view situations from multiple perspectives
  • Draw exhaustively upon diverse sources for ideas and inspiration
  • Choose solutions that are in line with business objectives


Use of Resources

  • Ensure your awareness and that of the team of all processes, procedures, and technical documentation relevant to your department
  • Ensure that you have the necessary resources, including people, information, hardware, software, and system access for team to effectively perform their role
  • Immediately escalate to the manager if you identify any short comings in your resources
  • Ensure that any channels of escalation are utilised in line with the defined processes and procedures and that any issues with these are highlighted to your manager


  • Ensure you have a complete understanding of the Merlin quality procedures
  • Awareness of Health and Safety within your area
  • Awareness of the Merlin Staff Handbook
  • Awareness of Merlin's values and objectives
  • To provide proactive ideas, input or advice when appropriate, or necessary, to your manager
  • Act professionally and competently as a team leader and take on the responsibility to highlight any issues within the company you have concern with to your manager
  • It is the responsibility of a team leader to report back to the manager for advice and direction if there are any issues on a day-to-day basis with the responsibilities defined
  • Undertake additional tasks as requested by your manager


Personal Qualities

  • Highly customer focused with a good understanding and working knowledge of the services provided by your department
  • Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
  • Ability to motivate and drive a team of people to provide high level managed services
  • Ability to earn the respect of internal and external customers, colleagues, and management
  • Flexible, adaptable and able to work to tight deadlines
  • Self-motivated
  • Excellent organisational skills
  • Good attention to detail
  • Ability to build effective working relationships at all levels
  • Excellent problem solving skills
  • Ability to apply creativity to resolving problems

  • Good leadership skills
  • Good problem solving skills
  • Ability to apply creativity to resolving problems
  • Prepared to work varying and unsocial hours


As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

We also reward of our staff with great benefits including:

  • Competitive compensation packages
  • HMO/Medical and dental coverage
  • Life insurance
  • Non-taxable allowances
  • Night differential
  • And much much more!
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