QA Specialist – J-1767

JOB DESCRIPTION:
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  • Review Phone call interaction of agents and all stakeholder and evaluate these calls based on service definition
  • Transcribe all observed area of improvement and recommendations through your evaluation write ups and during calibration sessions with the SYDNEY claims teams. Hence it is important that applicants must have above average communication skills (written and spoken).
  • Provide positive change through coaching and contribution idea on how to improve
  • Monitor interactions to ensure quality of service is in line with the internal guideline and operation definition
  • Prepare weekly and monthly report
  • Attend regular training and calibration meeting

 

What are the qualifications/requirements?

  • Bachelor’s Degree/Professional Degree/Master’s Degree equivalent
  • Comprehensive Verbal and written English skills
  • Strong analytical and problem solving capabilities
  • Self-motivated, goal oriented and able to work in a team environment.
  • Committed, enthusiastic, sincere, trustworthy, conscientious and resilient
  • At least 2 year experience in Call Quality role
  • Ability to work independently as well as with a team environment.