Sales Quality Assurance Specialist
Magellan Solutions Outsourcing, Inc.
Mandaluyong, PH
5d ago
source : Bossjob

Job Description

  • Conduct required daily / weekly / monthly transaction monitoring
  • Design, develop and implement quality framework covering all the roles and designation
  • Administer the implementation of quality related initiatives, and ensure quality measures are aligned with overall business objectives (close coordination with clients in updating call flows, call process, and quality guidelines)
  • Tracking the performance against program objectives and implementing improvement initiatives to achieve the objectives
  • Update the identified tool with performance data to ensure timely and accurate reporting of SLAs Prepare accurate transaction monitoring reports
  • Recommend actions for improvement based on monitoring result at a team member / process level
  • Lead calibration exercises with Operations Team and Client / s on a regular basis to ensure consistency in measurement
  • Work closely with Trainer / SME and Operations team to conduct upskilling (learning sessions with operations or support groups)
  • JOB QUALIFICATIONS :

  • Must have at least 2-3 years’ experience relevant to the job
  • Has very good oral and written communication skills
  • Computer literate
  • Good attention to details
  • Good thought process
  • Good attendance record
  • Amenable to work on required flexible / variable hour work schedule including weekends based on business needs and observe company attendance policy
  • COMPETENCIES NEEDED :

  • High level of English language competency
  • High comprehension skills
  • Excellent listening skills
  • Sales savvy and articulate
  • Ability to multitask
  • High level of typing speed and accuracy
  • Ability to learn and understand work flow process
  • Goal Oriented
  • Results Driven
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