Quality Monitoring Representative
Noble Systems
Ortigas, Pasig, Manila, Philippines
6d ago

At Noble Systems, we’ve worked hard to not only deliver industry-leading contact center solutions, but to build a culture of innovation and teamwork.

We employ a team of highly accomplished, passionate technologists who contribute to the overall success of our company and our customers and we’re growing.

We are looking for a Quality Monitoring (QM) Representative . This person will ensure that employees provide excellent customer service when they are speaking with customers.

This includes listening to a recordings for correct greetings, proper escalation, and that accurate information is provided to the customer in a courteous and professional manner.

The QM will also review Support ticket for correct documentation and procedures. These tasks are completed on a periodic basis while providing coaching to Support technicians and summarizes to management.

Responsibilities and Duties :

  • Listen and evaluate call recordings, support tickets and support personnel.
  • Ensure Support Technicians continually provide quality customer service by providing closed-loop one-on-one coaching.
  • Summarizing evaluation results to create periodic reports to be provided to management.
  • Tracking growth / changes of Support Technicians individual ratings.
  • Provide Quality Score Card equity metrics for Noble Gamification
  • Capable of clearly communicating ideas through written word and interpreting emotional nuances while listening to English language recordings.
  • Maintaining all QA documentation and history.
  • Assists with other duties as requested by management.
  • Qualifications and Skills :

  • Candidate must possess at least a Bachelor's / College Degree, Computer Science / Information or equivalent.
  • At least 2 to 3 years relevant experience. Evaluating calls / emails on a Technical Support environment in a call center or customer service environment is preferred.
  • Experience in different coaching methodologies.
  • Immediate knowledge in different MS office tools.
  • Sensitive and can give strong constructive critiques.
  • Excellent listening skills.
  • Can work in a fast paced environment and can perform under pressure.
  • Knowledgeable in different call center technologies.
  • Benefits and Perks :

  • Full-time regular position.
  • Paid leave during 6 months probationary period.
  • HMO and Group Life Insurance coverage upon joining date.
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