Quality Assurance Specialist – Travel App | BPO/Call Center | Office Hours | Up To 18M

Job Description

• Minimum 2 years of experience in developing and implementing QA programs within a call center environment.
• Strong capability to secure frontline engagement, provide performance feedback, and conduct calibrations aligned with QA standards.
• Experience in the travel sector (flight, hotel, tourism) is an advantage.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Drive.
• Solid reporting and presentation abilities.
• Good English communication.
• Excellent soft skills including communication, active listening, time management, multitasking, adaptability, organization, prioritization, data analysis, and trend identification.

Job Requirement

General:

• Ensure Quality Monitoring is performed to improve overall quality performance per project 
  standards.

Specific:

• Provide feedback & coaching based on QA audits, complaints, and seller satisfaction to improve communication & quality.
• Train CSRs on soft skills, call/ticket handling, and communication; deliver training for new processes/scope changes.
• Report & analyze quality progress; ensure correct tagging of contact reason categories.
• Generate/update processes & guidelines for CSR adherence.
• Ensure recoveries are completed as needed.
• Attend calibrations & meetings to keep requirements aligned.
• Perform root-cause analysis and design action plans.
• Document CC quality concerns & trends; recommend procedural/training changes.
• Provide information to support performance feedback and motivate quality improvement.
• Test products/procedures to validate functionality & effectiveness.
• Manage BPO performance to achieve KPIs: Productivity, CSAT, CQM.
• Other duties as assigned...