Transcom Asia Philippines
Spanish Quality Assurance Analyst
(National Capital Reg – Pasig City)

Responsibilities:

* •Define sub drivers and root cause of call monitoring and CSAT (where applicable document, and message accordingly.
* •Document weekly recommendations to Operations Managers / Team leaders (e.g. Top 3/Bottom 3 Identifiers per campaign).
* •Schedule and attend weekly meetings with Account Management team to discuss campaign strengths and opportunities
* •Provide at least 3 weekly test questions to Account Management team
* •Provide weekly report as requested or required to Operations (OM/TLteams).
* •Audit QAS accuracy and effectiveness on call reviews
* •Ensure client requirements are met for monitoring
* •Communicate with QAS team on respective campaigns
* •Communicate and assist with the training needs for all newly hired Quality Assurance Specialists
* •Perform 2 audits per QAS per week through the Generic Web Application
* •Hold Bi-Weekly meetings with the Quality Assurance Specialist Team, and keep minutes in the Quality System folders
* •Hold weekly calibration calls with members of operations
* •Complete calibration requests within 72 business hours of being assigned
* •Facilitate or participate in at least one calibration session with operations on a weekly basis
* •Communicate progress on client voice auditing targets on a weekly basis to the Quality Assurance Manager

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree or Post Graduate Diploma
* Required language(s): Spanish and English.
* At least 1 year(s) of working experience as Quality Assurance Pecialist / Analyst.
* Applicants must be willing to work in Pasig City.
* Applicants should be Filipino citizens or hold relevant residence status.
* Full-Time positions available.

Transcom Asia
4th Flr. Transcom Center Bldg. (across Tiendesitas),
Las Fiestas Rd. Fontera Verde Compound,
Pasig City,
National Capital Reg 1600
Telephone: 702-2400 ext 38112 or 38115
email: hrmnl@nucomm.net