14 March 2019
Fulfillment Quality Assurance (QA) Specialist (US)

Overview:

Beepo is a fast-growing BPO in Clark, Pampanga with an Employee Satisfaction rate of over 96%. Our team of professionals work across a broad range of industries and tasks.  This role has focus on the Real Estate Industry, back of house processing and customer care QA and coaching.

This role is responsible for a combination QA of back of house data processing and customer care calls (moving US customers through a fulfillment process).

It is a newly created role in a growing team with the opportunity to grow your career with quick succession to supervision and management roles in the future. Work hours are aligned to US time zones (night shift).

We are seeking a candidate with excellent verbal and written US English comprehension.  Someone who can look for opportunities to coach and improve others, combined with a high level of detail and process focus.  

You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. This is an opportunity to grow your career quickly.

Duties and Responsibilities:
  • QA of data entry and key information between systems in a Real Estate industry context
  • QA of outgoing customer care calls
  • Design of QA approach to meet desired service levels of the client
  • Keep records of relevant details with high accuracy and efficiency
  • Provide and maintain excellent customer service experience
  • Meet accuracy KPIs
  • Conduct calibration sessions with operations and training team.
  • Generate daily, weekly & monthly Quality Reports (as needed).
  • Perform other QA and coaching tasks as assigned
  • Feedback improvement areas to Team Leaders and Trainers
  • Continuous learning of industry regulations to ensure compliance
Qualifications and Experience:
  • Must have 2+ years experience in customer service QA role
  • Excellent English communication skills both written and verbal
  • Active listening skills. Excellent at responding client needs / requirements.
  • Experience designing or changing QA systems to meet client needs
  • Experience achieving set KPIs
  • Experience in Office 365 or MS Office
  • High level of accuracy and keen attention to details
  • Lots of initiative and a positive attitude
  • The ability to think on your feet and work directly with client stakeholders at all levels
  • Looks for opportunities to better serve client’s needs and exceed expectation
  • Highly organized
  • Must be willing to work in the night shift.
  • Must be willing to work in Clark, Pampanga.