PERFORMANCE ASSESSMENT SPEC
West Corporation
Makati City, Philippines, Philippines
9d ago

Description

  • PERFORMANCE ASSESSMENT SPECIALISTThis position is responsible for ensuring call quality by randomly sampling production employee call, assessing performance and providing immediate feedback to the production employee;
  • assist with refresher training and coaching of production employees.RESPONSIBILITIES PERFORMANCE ASSESSMENT FUNCTIONS monitor performance of new trainees and assigned production employees to assess quality of calls, service being provided, and ability to meet or exceed client goals and objectives;
  • provide immediate constructive counseling and coaching : observe where production staff are experiencing difficulty and take additional instructional steps to clarify information;
  • escalate to Supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients;
  • based on evaluations of production employees, assess the effectiveness of training and determine the need for any additional, refresher, or supplement training for the group or identified individuals;
  • communicate to management when there is a pattern of quality issues on a consistent basis; continually assist with questions concerning call procedures, product information, and order processing policies.

    COACHING coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, one-

    on-one, and on-the-job training as appropriate; may assist with additional training for existing staff based on new enhancements, services, etc.

    prepare for coaching by reading and maintaining a high level of production knowledge; provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancements.

    REPORT GENERATION Prepare, and update reports in a timely and accurate manner; may prepare customized reports on a variety of performance assessment issues (i.

    e. quality issues, evaluation of production employees, need for additional training, work flow, assessment of methods and procedures, etc.)

    Qualifications

    QUALIFICATIONS College diploma required. Minimum of 1 year quality assurance or telemarketing experience required. At least 6months employed with West (applicable for interna applicants).

    Applicants who have previously applied for the same position can reapply only after 60 days.KNOWLEDGE, SKILLS AND ABILITIESThe Performance Assessment Specialist will be expected to master the following to successfully perform the job : KNOWLEDGEBasic fundamentals of effective trainingCustomer service principles and practicesEnglish usage, spelling, grammar and punctuationMotivational training techniquesPrinciples and practices of telemarketingDepartmental operating procedures and policiesSKILLS AND ABILITIESExcellent verbal and written communication skillsHandle multiple concurrent tasksAnalyze problems, identify alternative solutionswork independently in the absence of immediate supervisionEvaluate training effectivenessWork varied schedules, as assignedEstablished and maintained cooperative working relationships

    Operations

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