Job Descriptions:- Assess the quality of the performance of our call center associates who deals with our clients.
Monitors inbound and outbound call, associates responses to assess demeanor, technical accuracy and conformity to company policies and procedures- Assist in developing, creating and implementing the company's quality processes and procedures
Provide recommendations for training materials enhancements
- Participates in design of call monitoring formats and quality standards
Provides call monitoring and provides trends data to site management team- Uses quality monitoring data management system to consolidate and track performance at team and individual level
Participates in customer and client listening programs to identify customer needs and expectations
- Coordinates and facilitates call calibration sessions for the call center associates
Provides feedback and assessment to the core leaders and Executives- Prepares and analyses internal and external quality reports for management associate review.
Job Type: Full-time
Benefits: Company events
Promotion to permanent employee
Schedule: Night shift
Supplemental Pay:
Ability to commute/relocate:
- Mandaue, Cebu: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Quality Analyst: 2 years (Required)
Willingness to travel:
* 100% (Preferred)
