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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
- This position will be the peacekeepers of our security and data environment.
- This person will provide administrative and security analysis support for the Operations Team.
- Supports the Operations Management in the roll-out of account initiatives by establishing accountability for administrative needs.
- In charge of compliance monitoring.
- Provides administrative assistance to the Head of Operations.
RESPONSIBILITIES
- Primary responsibility is to manage the generation, quality and accuracy of all Ops data.
- Assess the efficiency and accuracy of new data sources and data gathering techniques.
- Secure files and organizes internal reports for easy access and availability
- Define data privacy and protection processes required and implement systems and workflows that enforces security and better automation.
- Conducting policy and compliance audits.
- Updates Operation files and collates team reports for report generation.
- Delivery of Weekly, Monthly & Quarterly Reviews which includes an Accountability Matrix of Operations Team targetting and will culminate in a consistent health check of the entire team.
- Transmits important documents and information and secures confidential records for proper safekeeping.
- Report compliance of each leader to the Head of Ops and share findings and resolution to address risks.
- May act as a BCP for our WF Team
- Any other tasks as administered or assigned by the Heads of Operations.
QUALIFICATIONS
- A Bachelor’s degree in Computer Science, Engineering, or related Science and Math discipline
- Must have at least 2 years work experience a as a Workforce Analyst or Data Analyst
- Ability to adapt in a complex environment, loves challenges, with the will and drive to learn new things on your own.
- Deep understanding of security risks and threats as they relate to the company’s operating environments.
- Has exposure in creating technical documentation for security tools and procedures.
- Monitors the internal control systems to ensure that appropriate access levels are maintained.
- Demonstrate high competency working under pressure and executing multiple global projects at the same time.
- Strong enterprise security understanding.
- Excellent attention to detail;
- Ability to effectively prioritize and execute tasks in a high-pressure environment;
- Experience working in a team-oriented, collaborative environment;
- Advanced to Intermediate analysis and troubleshooting ability.
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 US
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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.