Quality Assurance Specialist (Day & Night Shift)
- Full-time
- Employment Type: Full-Time
Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What should you expect from us?
- 27K Salary package + incentives
- Rotating schedule, Sunday to Friday, on 7:30AM to 10:00PM rosters. Potential graveyard and weekend shifts. (Night diff. applies to night shift)
- On-site set-up
- HMO coverage with free dependent
- Life Insurance Coverage
- Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
- We promote within the company! Look no further to take the next step in your career
- Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!1 Full time role available
- Full time roles available
Job Description
This role plays an important part in our Quality Assurance process, and aims to ensure that all sales and operational staff represent TSA and their clients in a manner that is compliant with internal standards, as well as individual client procedures and legislation.
What will a normal day look like?
You will manage opportunities from agent recordings and other data captured through TSA Way driven methods and processes, saving customers by understanding innovation points and offering value added solutions that will drive brand loyalty and advocacy for Telstra. You will also be required to:
- Navigate through multiple systems to review voice recordings or data sets
- Fulfil assessment records and identify opportunities
- Work towards achievable Quality Assurance targets and KPIs
- Provide class leading customer experiences.
Qualifications
- Must have at least 2 yrs experience handling a Telco account
- Quality Assurance experience in a BPO setting preferred but not required
- Healthcare program experience, preferred
- Microsoft Excel Experience preferred (basic formulas including look ups)
- Effective communication, organizational and time management skills
- Strong interpersonal skills with ability to work plan and organize
- Strong troubleshooting and problem solving skills
- Excellent listening comprehension
- Microsoft Excel Experience preferred (basic formulas including look ups)
- Applicants who supported Telstra in other companies are subject for rehire eligibility check*
- Priority will be given to successful applicants with valid NBI clearance and government numbers.
- Online applications only
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*Terms & Conditions apply
Additional Information
At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
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Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300