Agent Quality Control Specialist
Wonders Corporation
Dumaguete City, Negros Oriental, Philippines
3d ago

About us

Wonders is a technology-enabled Service company headquartered in New York City. The company specializes in providing ordering taking, marketing, social media management, and data analytics for the restaurant industry.

Today, Wonders is a technology platform loved by more than 1000+ independent take-out restaurants across the country, because of the strong impact we've had on reducing their operational headaches and increasing their profit.

Let us show you how we can do the same for you.

Job Description

  • Quality Analyst is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result in customer satisfaction, and reforming those that result in a negative customer experience
  • Collaborating with Operations and Training in developing the technical and soft skills of agents through coaching sessions, QA orientation, calibration sessions, rewards, recognition projects, etc
  • Facilitating QA roll-outs and guidelines orientations for new hires and certifying agents prior to official endorsement to Operations
  • Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause / data analysis and recommended action items
  • Participate in root-cause analysis of quality issues and regularly discuss corrective and preventive actions with operations management
  • Identifying trends and opportunities for additional training or corrective action as needed and sharing feedback with immediate supervisor, Operations, and Training
  • Assist in product re-training and up-training to agents as required and monitor the effectiveness of said training
  • QA shall be able to assess how transactions are handled and identify the areas that need improvement
  • Requirements

  • Bachelor's Degree holder
  • Minimum of 2 Years experience in Agent Quality control in a BPO company.
  • Willing to work onsite (Dumaguete)
  • Willing to work on a graveyard shift
  • Has knowledge of 7 basic quality tools and root cause analysis
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