Quality assurance specialist for phone calls, emails and internal reviews

JOB TITLE - Quality assurance specialist for phone calls, emails and internal reviews TYPE OF POSITION - FULL TIME WORK TIME ZONE - AUSTRALIAN EASTERN STANDARD TIME SALARY - $5 - $6 AUD PER HOUR

DAILY REPORTING AND ACCOUNTABILITY: We are currently looking for a new team member to help to QA our team phone calls to our clients. We need someone to help build out the checklist with our management team, and then to listen in to several calls each week, grade them, then prepare a weekly scorecard report. As part of our team, you are a self-starter who is autonomous and treats your contractor role with energy and enthusiasm as an integral team member along with our other amazing members who work from home. The QA ensures that team members use after call procedures and accountability standards.

QUALITY ASSURANCE RESPONSIBILITIES and REQUIREMENTS:

• Doing internal conversation reviews and giving feedback to support agents to improve their performance.
• Maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the members' approached or the support channel used, customers always get similarly excellent treatment.
• You must be fine in front of a web cam, with an excellent microphone for our meetings.
• Fluent conversational English (not USA English) is a must - very important.
• Listen to all inbound / outbound calls for total assessment
• Review all inbound / outbound emails for total assessment
• Review submitted work to clients
• Australian spelling (i.e colour NOT color ) is preferred.
• Review a subset of member's conversations (calls, emails, chat, etc)
• Discuss and explain feedback with team in regular meetings;
• Create strategies to improve team KPIs.
• Report on quality of calls and documents sent to client.
• Establish and execute QA metric check sheet for quality control.
• Complete report cards and documents for management to review.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.
• Strong attention to detail
• You must be an active person who takes care of their health.
• Roles Liaise with team and management
• Complete and action audio files and sent documents
• Receive emails and messages from clients
• Proven track record of analytical skills.
• Hands-on experience in quality assurance.
• Great people skills and ability to communicate (negative) feedback.
• Good organizational skills, knowledge in goal-setting practices.
• Fast accurate typing

PREVIOUS EXPERIENCE: We are ideally seeking team members with previous QA experience (phone calls and documents) and customer service experience in multinational and international companies.

A Must Have A flair. A personality. A wow factor. We want the best you, that is inside. We want you to light up our day with a smile, a joke - we want the human element. We want you to have conversations with clients, give them a 10/10 experience. We want you to have fun.

We want you to respect our team, our culture. We love our families and they are important.