RESPONSIBILITIES- Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to immediate supervisor.- Uses a quality monitoring data management system to compile and track performance at team and individual level
Performs monitors of customer care
- Participates in customer and client listening programs to identify customer needs and expectations
Provides actionable data to various internal support groups as needed.- Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
Submits weekly and monthly quality reports- Identify any potential quality issues per defined process and escalate immediately to the management
Perform other duties as assigned.
Prior experience as a Quality Assurance Specialist / trainer in a BPO environment
- Ability to communicate effectively with senior management
Willing to do shared QA responsibilities- Willing to be trained to facilitate training in the future
Must be willing to report onsite (Los Baos or Sucat site)
For all interested applicants, please submit your updated resume to:
[Confidential Information].
Job Type: Full-time
Benefits:
Schedule:
Supplemental Pay:
Overtime pay
Experience:
Quality Analyst / Trainer or related: 1 year (Required)
