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OPERATIONS
The highly efficient team of operations ensures that all processes are running smoothly and are completed from start to finish. They are responsible for the effective and successful management of labor, productivity, quality control and safety measures. They make sure that the current processes are aligned between the goals and functions of other departments within Rocket Station. Well-seasoned in the art of coordination and management, being part of this department involves planning, organizing, coordinating, and controlling all the resources needed to produce the company’s services.
Process Document QA
OPERATIONS
KEY ROLE
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our virtual assistants on calls. The QA will monitor inbound and outbound calls to assess demeanor, compliance, conversation quality, and conformity to company policies and procedures. He/she will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials as needed. This role will report directly to the Quality Lead with the supervision of the Head of Operations.
RESPONSIBILITIES
may include but are not limited to
Analyses or audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery.
Provides structured and timely recommendations to Quality Lead and Head of Operations based on identified opportunities.
Participates in creating call monitoring formats and quality standards.0
Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the respective clients being managed.
Performs call monitoring and provides trend data to Quality Lead and Head of Operations
Compile, maintain and track the performance of VAs and Trainees in a Dashboard file
Provides detailed documented feedback to the VA’s supervisor/trainer.
Coordinates and facilitates call calibration sessions within the team.
Attend team meetings and perform administrative functions/reporting
Prepares and analyzes quality reports for management staff review.
Perform other duties as required.
QUALIFICATIONS
Must have at least 2 years of experience as a Quality Assurance Analyst in a BPO company handling call audits and analyzing performance trends
Excellent verbal and written English communication skills.
Must be efficient with MS Office applications and Google Docs.
Skills in complex problem solving, judgment, critical thinking and decision making.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Ability to organize information and have attention to detail and accurately follow procedures.
Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.
SYSTEM REQUIREMENTS
Computer Processor: at least i3 (for both primary and back-up computers)
Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)
Computer Operating System: at least Windows 7 64-bit
Internet Speed
Primary Connection: running on a 10 Mbps wired plan (above 10mbps preferred)
Back-up Connection: running at least 10 Mbps
DataBASE Administrative Support
OPERATIONS
KEY ROLE
RESPONSIBILITIES
QUALIFICATIONS
SYSTEM REQUIREMENTS
• Computer Processor: at least i5 3rd Generation or higher (for both primary and back-up computers)
• Computer Memory/RAM: at least 4.00 GB (for both primary and back-up computers)
• Computer Operating System: at least Windows 7 64-bit
Internet Speed
• Primary Connection: running on a 8 Mbps wired plan (10mbps and up preferred)
• Back-up Connection: running at least 5 Mbps
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ABOUT THE COMPANY
We are a leading business process outsourcing provider for innovative companies. We hire and train top virtual teams to help our clients launch an efficient, scalable & profitable business with an ultimate focus and goal to deliver a world-class customer experience.
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