DG - Process Developer - Call Quality
Genpact
Manila, Philippines
6d ago

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands and we have fun doing it.

Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it.

Come, transform with us.

We are hiring for Call Quality Process Associates for Alabang and BGC Site for Social Media Account

Functional Roles & Responsibilities :

This is a role that would involve handling various tasks but not limited to the following :

  • Complete quality certification prescribed by Quality Team
  • Audit surveyed calls and provide verbatim feedback using the prescribed monitoring tool
  • Provide assistance in facilitating or co-facilitating coaching and feedback session with agents
  • Consolidate quality data and maintain the internal Quality dashboard
  • Provide data and root cause analysis on audited calls
  • Capable of providing feedback and input on training needs, as needed
  • Proactive in offering suggestions and solutions for team improvement
  • Should have basic knowledge on MS Office (Word, Excel, Powerpoint)
  • Good written, verbal and interpersonal communication skills
  • Detail & process oriented
  • Experiences :

  • At least 6-months to 1 year background in Call Quality
  • Relevant experience in working with multiple stakeholders and domains, a plus
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