The Quality Specialist takes responsibility for monitoring and documenting operational interactions with the customers in accordance to the departmental quality goals and initiatives.
The resource fairly evaluates both verbal and written customer contact by anyone within operations and provides feedback / coaching for continuous improvement.
All quality evaluations should be documented / logged accordingly and analyzed to provide data trend report to the management as required.
He / She participates in the design of all quality monitoring formats and quality standards.
Your future duties and responsibilities
Performs required number of observation per associate, per week to ensure quality performance given to customers in compliance to the standards set by the client
Analyzes all observations and provides feedback in a timely manner
Ensures additional monitoring is done for each area of improvement, including but not limited to SBS or remote monitoring
Conducts weekly internal calibration to ensure everyone is aligned and consistent to the process
Conducts external calibration when needed to ensure the team adheres to client's methods and procedures
Continuously tracks associates' performance against an ongoing written progression plan with specific defined goals
Gathers data and analyzes trends or patterns affecting the quality of the iteration
Provides Weekly / Monthly quality performance analysis identifying top drivers and areas for improvement
Participates in special tasks and performs other duties as assigned
Required qualifications to be successful in this role
At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's / College Degree in any field
Exposure to Quality Assurance Role and to the call center quality work are good advantages
Background / Experience to Customer Service Delivery in the similar industry is an advantage
Proficient in written and verbal communication in the English language.
Proficient in MS office application especially excel
Keen attention to detail.
Proficient computer and technical skills.
Solid analytical and problem solving skills.
Good process mapping ability.
With Good Facilitation and Coaching Skills
Proactive, service minded and able to multi-task.
Good interpersonal skills (empathy, verbal agility, etc.)
Must have internet at home - at least 5MBPS fixed line internet (DSL, Fiber, Broadband)
Amenable to work on shifting schedule
Willing to work in Ortigas, Pasig