日本と海外をつなぐクラウドソーシング

As a Quality Assurance Specialist, our main responsibility is to evaluate the calls of the agents and provide immediate feedback to their Team Leaders. Calibration session is also part of our deliverables to ensure that the management team is aligned with the processes and that they can cite behaviors that affects customer experience.
As a Senior Quality Specialist, part of my task is to interview interested applicants for the QA role as part of the pre-qualification process. I am also task to on-board new QA interns and introduce to them their tasks. I am also assigned to facilitate the Client Calibration and on-board the specialists on how to lead the session.
Completed projects:
1. Revision of the Internal Calibration
2. Skills Drills for Privacy Policy and T-Mobile App.
3. Introduced the new process of the Calibration to the Clients.
4. Finalized Quality Escalation Process
5. Created the QA On-boarding process for QA interns
6. Revised QA Evaluation Form