Quality Assurance Specialist - Global

Primary Job Purpose

The Quality Assurance Specialist is responsible for assuring the quality of all client facing communications. This includes audits of client and chatbot transactions, text, audio and video communications on the help centre and/or service centre. It also includes evaluation of CSAT survey feedback. This role is responsible for reporting on quality compliance, identifying root causes , making recommendations for improvement and developing improvement action plans.

Responsibilities

• Responsible for monitoring the transactions of our client-facing commercial employees through their call conversations with clients.
• Provide coaching and feedback sessions on a weekly/bi-weekly/monthly intervals for our Commercial employees.
• Conduct Audit-the-auditor for the monitorings done by Team Leaders for Customer Support and provide feedback on how to improve.
• Conduct monitoring for the Chatbot to ensure the veracity of the details provided.
• Provide insights on what we can improve through scrubbing CSAT survey results
• Conduct audits for the contents of Help Centre to ensure that it would only contain updated and accurate information as well as easy to digest for our readers.
• Support regional interventions focusing on product updates, pain areas and areas of improvement.
• Participate in calibration sessions and ensuring that alignment is achieved against the target variance
• Conduct root-cause analysis to properly identify gaps through feedback session.
• Attend and collaborate with other team member through sync meetings
• Responsible in ensuring that all he/she's up to date with product knowledge through different medium such as Monthly Quizzes, Weekly Seminars, Annual Assessments, etc.
• Act as buddy for newly joined members and provide the necessary quality training for these individuals.
• Immerse in client-facing interactions such as chats, call, emails to ensure knowledge retention and build more credibility and strengthen foundations.
• Prepare regional reports that would highlight the challenges identified through monitors. This will also be used by Sr. QAs and Managers to drive performance.
• Create action plans that would benefit the agents and the regions he/she is supporting.
• Create analysis, if needed, to help augment the gaps identified through audit and coaching which would help improve the team's overall performance.
• Create analysis, if needed, to help augment the gaps identified through audit and coaching which would help improve the team's overall performance.
• Able to provide individual/regional/overall process improvement recommendations.
• Readiness to be involved in various projects and initiatives that would yield positive results to the company.
• To perform other tasks assigned by management. Undertake any other ad-hoc tasks assigned by the Line Manager when required
• Conduct assessment when necessary.

Requirements

• Minimum of a Bachelor's degree
• Minimum 1 year of previous quality experience
• Excellent communication skills in both written and spoken English and good presentation skills
• Coaching certification is an advantage
• Must possess 6 or more months of Quality-related background/experience
• Experience in forex or financial services would be an added advantage
• Research, planning, organizing, time management and high level of administrative skill
• Problem solving skills and ability to adapt fast to change
• Highly motivated and able to work under pressure
• Creative thinking skills and ability to address issues proactively
• Ability to take initiative, work independently as well as work flexible schedules/hours when needed.
• Ability to organize, multitask and exercise time management
• Ability to consistently exercise discretion and judgment in creative endeavors.
• Ability to interact with people of diverse backgrounds; possess strong coaching and feedback skills and a high level of attention to detail.
• Ability to accommodate various interpersonal and communication styles
• Ability to simplify complex concepts
• Hunger for what’s next and new
• Great attitude | How we get the work done is as important as the work we do; positive and can-do attitude required