PHP CIOX Band 5B TCQ
Genpact
Muntinlupa City, Philippines
1d ago

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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