Quality Coordinator
Quality Coordinator
(National Capital Reg - Quezon City)
* ? Quality Monitoring
* • Performs real time and/or historical call monitoring and provides trend data to program team leaders and managers.
* • Uses quality monitoring data management system to compile and track performance at team and individual levels.
* • Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.
* • Participates in design of call monitoring formats and quality standards.
* • Participates in internal and client calibration sessions.
* • Participates in the Monthly Quality Review with QC team leader and program team leaders.
* • Performs other duties as may be assigned by the program team leaders and account managers.
* ? Agent Performance Management
* • Provides side by side mentoring and coaching to agents.
* • Conducts coaching sessions or one on one at least one a week (frequency determined by QC with the agent’s performance ranking as basis).
* • Provides factual, constructive and immediate feedback to agents directly and/or routed to the team leaders and account managers.
* • Provides actionable data to various internal support groups as needed.
* ? Documentation
* • Weekly quality monitoring results provided by account’s Quality team are tallied and sent to team leaders
* • Records coaching sessions on below standard calls. These sessions are done within the same day the call was flagged.
* • Prepares internal quality monitoring reports in a monthly basis and completes Root Cause Analysis template if need be.
* • Additional Reports include: meeting minutes and calibration report.
* ? Doing the Work
* • Takes calls for a minimum of 40 hours per month, and is subject to the same SLA as that of an agent.
* Candidate must possess at least a Bachelor’s/College Degree in any field.
* Required skill(s): MS Word, Excel, Powerpoint.
* At least 1 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Quezon City.
* Applicants should be Filipino citizens or hold relevant residence status.
* Preferably 1-4 Yrs Experienced Employees specializing in Sales - Telesales/Telemarketing or equivalent.
* • Should have gained mastery of call handling skills and have a strong customer service orientation.
* • Should have a thorough knowledge of program support processes.
* • Excellent documentation skills: preferably proficient in working with MS Word, Excel and Power point.
* • Excellent oral, written and interpersonal communication skills
* • Resourceful and can work under pressure
* • Exceptional analytical and listening skills
* • Attentive to details and is results-oriented
* • Should possess a high level of initiative thinking of ways to improve the quality monitoring process and address current issue(s) faced by assigned program
* • Willing to stay extra hours to complete quality monitoring reports.
* • Good interpersonal skills and can work in a team environment.
* 4 Full-Time positions available.
Company Name :Sykes Asia, Inc.
Industry :Call Center / IT-Enabled Services / BPO
Location :19F One San Miguel Avenue, San Miguel Ave. cor Shaw Blvd., Pasig City 1550
Company Tel :636-8555
Company Fax :849-9019
WebSite :http://ph.sykes.com