An expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience.

A SNAPSHOT OF YOUR ROLE

  • Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.

  • Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.

  • Provide accurate and impartial judgement on all transaction evaluations.

  • Regular coaching sessions with agents to reinforce good behavior and reform opportunities

  • Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

  • Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.

  • Attending administrative hearings and deliberations resulting from the critical error callouts.

  • Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.

  • Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

  • Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.

  • Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.

  • Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.

  • Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.

  • Taking proper action on disputes filed against transaction evaluations.

  • Participating in internal and external client meetings and performance reviews.

  • Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.

  • Reviewing and submitting exceptional calls to be pooled for the good call library.

  • Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed

  • Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.

A BIT ABOUT YOU

  • Bachelor’s/College degree holder in any field or the equivalent.

  • With at least two years of experience in the BPO industry.

  • With at least a year experience in quality assurance, and customer experience and compliance for voice and/or back-office businesses.

  • Able to handle more than one campaign or line of business.

  • Keen in identifying opportunities, and providing fact-based analysis and actionable recommendations.

  • Flexible in meeting and exceeding internal and external client deliverables under tight deadlines.

  • Proficient in Microsoft Office applications including Excel, Word, and PowerPoint, and other similar applications.

  • Can perform basic root-cause analysis, and can utilize varied tools to generate relevant reports and provide sound data analysis.

  • Has effective written and spoken communication skills across various audiences.

  • Possesses effectual listening, coaching, and motivational skills

  • Able to positively influence agents and others to drive improvement.

  • Willing to work in a collaborative and multi-disciplinary environment.

  • Flexible to work in varied shifts and sites.

  • Adaptable to changes in the working environment, and can complete multiple tasks efficiently.

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