Quality Assurance SpecialistExpress Global-Tech Services Ltd. IncorporatedCebu (Others)Salary Range: PHP 30,000.00 - PHP 40,000.00 / MonthWe are looking for a reliable Quality Assurance Specialist to join our team!As a Quality Assurance Specialist, you will be responsible for ensuring sustainable quality and services for our customers. Responsibilities also include quarterly audits to ensure proper billing.**Quality Assurance Specialist Duties and Responsibilities**:- Oversee internal processes and procedures, develop best practices, and design documentation to ensure quality and create efficiencies wherever needed- Train and evaluate staff by performing spot checks of data entered ticketing system for accuracy and completion- Regularly analyze quality data and suggest actions based on collected data- Manage the log of quality reports and other quality documentation- Ensure quality and sustainability of processes- Perform client interaction reviews and evaluate the communication between support team and customer.- Be able to identify service tickets that require urgent attention- Investigate customers' needs and want and develop a strategy for meeting their needs- Identify deficiencies, suggest solutions to identified problems- Identify quality assurance process bottleneck and suggest actions for improvement- Oversee continuous improvement on tickets- Identify key KPIs for ticket quality- Prepare and present reports and metrics to Senior Management- Trend Analysis on tickets; reviewing incidents vs problem- Watch over call history and repeat ticket patterns (recurring issues)- In addition, perform quarterly audits on Agreements for "Billable Tickets" which include- Move / Add / Change Requests- Additional users- Additional Servers / Hardware- Additional Software**Quality Assurance Specialist Requirements and Qualifications**:- 5-8 years of experience as a Quality Assurance Specialist or similar role- Experience in doing customer research with the purpose to assess their needs and wants- Experience with Quality Assurance- Understanding of data analysis- Critical thinker and problem-solving skills- Team player - Must be able to work with both technical and non-technical audience- Good time-management skills- Great interpersonal and communication skills Knowledge of principles and processes for providing exceptional customer service. This includes customer needs assessment and evaluation of customer satisfaction.- Ability to understand and communicate technical issues.- Strong communication skills.- Must have a good business aptitude with strong customer service skills.- Ability to manage and prioritize variable workload.- Work closely with IT management on solutions/improvements.- Must adhere to all company policies, procedures and business ethics codes.**Hours**:8:30pm-5:30am, Monday-Friday**Salary**: Php30,000.00 - Php40,000.00 per month**Benefits**:- Paid trainingSchedule:- 8 hour shiftCOVID-19 considerations:All customers are required to wear facemask.Ability to commute/relocate:- Cebu City, Cebu: Reliably commute or planning to relocate before starting work (required)
