Has background in Voice and Non-Voice Services (knowledge on all lines of businesses is a plus).
With at least 2-year experience in quality analyst division
Excellent oral and written communication skills at all levels of the organization with minimal supervision.
Knowledge in Microsoft Office applications including Excel, PowerPoint and Word.
Team Player.
Ability to impose Self-Direction.
Can Work under minimal supervision.
Knows how to conduct basic Root Cause Analysis.
Good Presentation skills.
Amenable to work on shifting schedule.
Amenable to work onsite (Ortigas, Pasig City and Gilmore, Quezon City)
Role Responsibilities:
Monitors Agent's performance daily by recording, listening to, and evaluating calls based on client's goals and expectations.
Provides feedback to agent on quality of service to ensure proper procedures, customer satisfaction (CSAT) and compliance expectations are being followed and met.
Generates regular evaluation reports and daily communication forms to update process Leaders, agents and management. Follows up on any problems or questions on reports.
Maintains agents evaluation files to ensure accurate and consistent documentation is kept for dissemination to other departments.
Capture a significant amount of data which will be constantly analyzed and reported on to determine if trends are occurring that may need indicate a need for action.
Attends and participates in meetings with supervisors and managers to review monitoring and evaluation tasks.
Attends and leads in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
Reports complaints, challenges, obstacles or questions to appropriate departments.
Communicates with Team Leaders on program changes and communicates actions for feedback purposes.
Create and sends daily, weekly and monthly quality performance reports.
