Quality Assurance Specialist (Tagalog)

Quality Assurance Specialist (Tagalog)

Lenovo WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

As QA Specialist, your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards. You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service.

Responsibilities

• Developing, maintaining, training and coaching the agents to enhance overall customer support.
• Process review for improving the call flow efficiency and quality of call center agents (voice and e-services)
• Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement.
• Suggest or provide process opportunities and enhancements based on collected pain point data trends.
• Identify areas for service improvement that affects customer’s experience including but not limited to top DSAT contributors.
• Provide investigation, root cause analysis and case chronology when needed.
• Support service quality improvements including QA audits, QA / OSAT review, reporting and process enhancements.
• Provide feedback to the TSM / CC manager for any opportunities on improvement.
• Prepare and be part of R&R programs, arrangements and promotions

Requirements

Seniority Level

Executive

Employment Type

Full-time

Job Function

Quality Assurance and Customer Service

Industries

IT Services and IT Consulting

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