Quality Assurance Associate

Keyword Studios
Philippines
10 days ago
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Role Overview:

The Quality Assurance Associate assists the lead of a project with evaluating tickets samples from a handling point of view, potentially being fully in charge of this task.

Duties and Responsibilities:

• Evaluate tickets samples

• Identify achievements or issues on them based on defined expectations and procedures established for the project

• Provide helpful feedback to agents to help them understand their achievement and/or areas of improvement

• Assist with linguistic checks on the audited tickets, which also includes corrections and explanations on the errors

• Participate in building high quality standards for customer service

• Coach agents to incorporate feedback and increase the quality of their contact with customers

Requirements

Technical Skills:

• Good knowledge in Excel

Behavioural Skills:

• Advanced English Skills – both written and spoken (C1-C2 level)

• Excellent analytical skills

• Ability to work in autonomously as well as in a team

• Excellent communication skills

• Assertiveness and can-do attitude

• Ability to remain unbiased

• Ability to prioritize tasks

• Detail-oriented

Work Experience Requirements:

• Experience in Quality Assurance would be ideal

• Customer support or related experience preferred

• Experience in providing feedback at a professional level is a plus

Education Requirements:

• 4-year course or college level with experience in a similar capacity

Benefits

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