Quality Monitoring (QM) Representative
Noble Systems
Ortigas, Pasig, Manila, Philippines
16d ago

Company Overview

Noble Systems is a global leader in the customer communications industry, delivering the most comprehensive and affordable solutions to help you make the most of every customer contact and enhance the performance and management of your contact centers.

Job Summary

Quality Monitoring (QM) Representative will report to a Support Manager. The QM Representative 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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