Communications Quality and Customer Experience Senior Bilingual Specialist
Sunpower | Maxeon
Binan, LAG, PH
6d ago

Do you want to change the world? We do, too.

With more than 30 years of proven experience, SunPower is a global leader in solar innovation and sustainability. SunPower is a company with a rich heritage of pioneering the best energy technologies in the world.

You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space.

SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.

Our unique approach emphasizes the seamless integration of advanced SunPower technologies, delivering complete solar solutions and lasting customer value.

We are passionately committed to changing the way our world is powered, and we are guided by our legacy of innovation, optimism, perseverance, and integrity.

Widely recognized as the world’s standard for solar, SunPower produces the world’s highest efficiency solar products. Our quality and reliability standards far exceed those of any other company in the industry.

In order to unlock shareholder value, accelerate innovation and enhance customer value, SunPower will separate into two independent, publicly traded companies, strategically aligned and complementary, focusing on distinct offerings.

Newly-formed Maxeon Solar Technologies will be the leading global technology innovator, manufacturer and marketer of premium solar panels, carrying on the decades’ long legacy in setting quality and performance standards.

As we look to the future, we are seeking a world-class Communications Quality and Customer Experience Senior Bilingual Specialist based in ROHQ, Binan, Philippines.

In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower. Are you ready to change the way our world is powered?

SUMMARY OF ROLE

The Communications Quality and Customer Experience Senior Specialist is responsible for driving communications quality according to defined company policies and guidelines and facilitating quality and continuous improvement initiatives.

The Communications Quality and Customer Experience Senior Specialist supports the overall quality assurance and customer experience workflow by conducting customer call / chat / email evaluations (both in Spanish and English) and providing feedback directly to Business units, but generally provides it directly to Team Leads in a meaningful and constructive manner.

He / she must meet weekly and monthly call / chat / email evaluation metrics. The role is also expected to facilitate calibration sessions, conducts Customer-Derived QA Evaluations and manages high effort Issue Resolution Survey results.

He / she is expected to have a thorough understanding of client specific call and product knowledge requirements. He / she may attend team meetings as necessary to cover various topics related to handing calls.

Furthermore, the Senior Quality Assurance Specialist is also expected to facilitate resolution of process / quality issues and continuous improvement projects using appropriate Quality Tool.

In his / her role, the person should be experienced in the application of 8D and problem-solving tools to effectively facilitate, coach and drive team goal in closing an improvement project.

This role reports to the Communications Quality and Customer Experience Program Lead.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned) :

Transaction Evaluations

  • Meet daily, weekly and monthly monitoring goals in order to provide detailed, timely and accurate evaluations (call, chat, email, social media) for a single process area
  • Facilitate Calibration Session
  • Represent the quality function in critical meetings, calibrations and drive the delivery of all quality action items in conjunction with Operations and Training
  • Act as subject matter expert on product knowledge and program updates, facilitating hand-off of feedback for training requirements (module updates, refresher courses or remediation, etc)
  • Closed-Loop Management

  • Provide Communications Quality Coaching to Front Line Support
  • Provides intensive ad hoc operations / process analytics requirements.
  • Assist Operations Managers with developing tactics and action plans to improve metrics results based on the voice of the customer.
  • Process Improvement

  • Design, implement, and continuously improve on a QA process flow that will ensure compliance and improve quality of communication and correspondence
  • Set and spearhead clear process improvement plans. Explore possible improvements to the department’s quality assurance key initiatives.
  • Identify issues and facilitate identification of solutions, and escalate as necessary to direct supervisor
  • Facilitate Project Initiatives
  • Customer Experience

  • Conducts Customer-Derived QA Evaluations by doing quick interviews to the customer to directly determine agent contact performance.
  • Drilldowns into customer interview responses to isolate key agent behaviors for reinforcement or improvement.
  • Takeover all the Customer High-Effort IRS Callback from the surveys
  • Conduct Customer High Effort Deep Dive Case Analysis
  • Collaborate with other teams / departments and stakeholders to align on process issues that were uncovered during the IRS Callback, Case Analysis or Customer Interviews.
  • RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS

    Minimum requirements - The least amount of skills and training candidates must have to do a specific job. Candidates not meeting these requirements will not be hired for this position.

  • Education :
  • Candidate must possess a bachelor / college Degree in engineering. Candidate should have the knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
  • IT tools Standard Microsoft office applications (Word, Excel, and PowerPoint)
  • Excellent communications skills in English, both spoken and written are paramount, as is the ability to listen and comprehend
  • Excellent diagnostics capabilities and troubleshooting skills, having and logical and analytical mind and personality and capable of working within a team and under high-pressure
  • Experience in electronic equipment.
  • Languages :
  • English fluency - written and verbal required.
  • Spanish Proficiency : Speaking and Listening & Reading (8 / 10), Writing (4 / 5)
  • Preferred requirements

  • Experience : 2 5 years in office / professional environment
  • Skills / competencies :
  • Experience in a call-center / bilingual support role is required
  • Understanding and awareness of customer needs and willingness to act on the urgency of the requests
  • Mindset to deliver analysis and reports according to requirements and defined schedule
  • Can work under minimal supervision
  • IT tools Prior use of Salesforce or similar applications would be an advantage.
  • CRM Software experience is a plus.
  • Knowledge on different Quality Tools
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