24/7 : Quality Assurance Advisor
Philippine Call Center Jobs
Responsibilities:
Provide detailed and accurate evaluations for agents
Assist Training and Operations Team in agent development during the fishbowling period
Close coordination with team leaders on agent’s performance on quality metrics
Act as subject matter experts on product knowledge and program updates
Close coordination with clients in updating call flows, call process, and quality guidelines
Updating and reporting of process parameters related to the program
Involvement in program and process improvement initiatives
Maintain high level of professionalism
Strict adherence to the 24/7 Customer employee handbook
Other duties as required by business needs
Requirements:
Bachelor degree in related field
2-3 years experience in the call center industry
8 months – 1 year experience in quality/ transaction monitoring/ call quality required
Experience in feedback management to agents on areas of improvement
Outstanding written and oral English communication skills
Proficient in Excel and PowerPoint preferred
Previous training experience preferred
Meticulous to detail
Strong analytical skills
Strong interpersonal skills
Ability to motivate individuals or teams through coaching and direct feedback
Requires minimum supervision
Flexible with shift or work changes
Results-oriented
Team-player
DEBORAH ANNE P. DURAN said,
March 9, 2008 @ 3:52 am
I want to apply for this position. I am currently working as a Quality Analyst Professional in a financial account BPO - 8 months. If it’s ok, may I have your email address, please. I would like to forward my resume for you to review. If you have any questions, please email me. Thank you!