Quality Assurance Specialist

About DigiPlus Interactive Corp.

DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates PeryaGame and GameZone, with more to come. For more information, visit: www.digiplus.com.ph.

Job Summary:

• Evaluate, document, and report the quality of agent customer interactions through standardized call and transaction monitoring
• Provide specific feedback to supervisory and management staff regarding agent performance
• Participate in internal/external calibrations to ensure thorough understanding of client requirements

Duties and Responsibilities:

• Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call and transaction handling This includes call monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (ie handle time, speed of answer, etc)
• Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members Support supervisory staff in their coaching efforts and provide coaching assistance as needed
• Responsible for completing the required number of quality reviews for each agent based on client/company performance guidelines
• Document all observations thoroughly by maintaining observation forms and call center monitoring databases
• Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence
• As applicable, responsible for handling agent-level calls to maintain personal knowledge of program(s)
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties
• Perform other duties as assigned by management

Qualifications:

• At least 2 years of College education
• 2 years of work experience as a Quality Assurance Specialist or similar position
• Demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level
• Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action
• Ability to coach and provide constructive feedback on proper process and techniques
• Detail oriented
• Strong organization and time management skills
• Proficient personal computer skills including Microsoft Office
• Excellent listening and problem-solving skills
• Excellent interpersonal, written, and oral communication skills
• Ability to prioritize and organize work in a multitasked environment
• Ability to adapt to a flexible schedule
• Ability to maintain the highest level of confidentiality

Good to have:

• Bachelor's Degree
• Previous call center/BPO experience
• Prior quality assurance and/or monitoring experience

About DigiPlus Interactive Corp.

DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates PeryaGame and GameZone, with more to come. For more information, visit: www.digiplus.com.ph.

Job Summary:

• Evaluate, document, and report the quality of agent customer interactions through standardized call and transaction monitoring
• Provide specific feedback to supervisory and management staff regarding agent performance
• Participate in internal/external calibrations to ensure thorough understanding of client requirements

Duties and Responsibilities:

• Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call and transaction handling This includes call monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (ie handle time, speed of answer, etc)
• Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members Support supervisory staff in their coaching efforts and provide coaching assistance as needed
• Responsible for completing the required number of quality reviews for each agent based on client/company performance guidelines
• Document all observations thoroughly by maintaining observation forms and call center monitoring databases
• Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence
• As applicable, responsible for handling agent-level calls to maintain personal knowledge of program(s)
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties
• Perform other duties as assigned by management

Qualifications:

• At least 2 years of College education
• 2 years of work experience as a Quality Assurance Specialist or similar position
• Demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level
• Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action
• Ability to coach and provide constructive feedback on proper process and techniques
• Detail oriented
• Strong organization and time management skills
• Proficient personal computer skills including Microsoft Office
• Excellent listening and problem-solving skills
• Excellent interpersonal, written, and oral communication skills
• Ability to prioritize and organize work in a multitasked environment
• Ability to adapt to a flexible schedule
• Ability to maintain the highest level of confidentiality

Good to have:

• Bachelor's Degree
• Previous call center/BPO experience
• Prior quality assurance and/or monitoring experience