Quality Analyst
TSI
i-Square, Ortigas Center Pasig City, Philippines
5d ago

Description

Transworld Systems, Inc. is an industry leader for over 40 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base.

Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term growth across the entire customer lifecycle.

Principal Responsibilities

  • Monitor customer interactions and / or complete side-by-side monitoring to gather insight on services provided and effectiveness of individual Operations Team and complete evaluation documentation.
  • Analyze and deliver feedback on customer experience and regulatory adherence to management to provide specific results based on observations of performance and tactics.
  • Define, track and analyze complex needs and trends and business requirements to meet Clients’ parameters. Make recommendations for most efficient solutions to Client concerns.
  • Ensure analytic reports are completed with great accuracy and fulfill the needs of Clients as well as management.
  • Deliver feedback on collection practices, customer experience, and / or regulatory adherence to management to provide specific results.
  • Provide coaching to Collection Team or Customer Service Team to proactively manage quality standards and compliance.
  • Participate in calibration sessions with Clients to ensure the respect and maintenance of quality standards.
  • Monitor production goals and department processes and procedures in absence of Management.
  • Follow-up continually to ensure issues are addressed to management and Client satisfaction.
  • Ensure compliance with policies and procedures and coach Collection Team and / or Customer Service Team as necessary.
  • When requested, communicate with customers to resolve issues and concerns.
  • Prepare daily activity logs and reports for the management.
  • Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations.
  • Knowledge, understanding, and compliance with NCO policies and procedures.
  • Make recommendations to implement improved processes.
  • Maintain knowledge of functional area and company policies and procedures.
  • Provide feedback to management concerning possible problems or areas of improvement.
  • Perform other duties as assigned by management.
  • Qualifications

  • High School Diploma required. Bachelor’s Degree or if undergraduate, with relevant work experience preferred
  • Previous quality assurance and / or call center monitoring experience preferred.
  • Ability to direct and motivate others.
  • Ability to maintain the highest level of confidentiality.
  • Proficient personal computer skills including Microsoft Office.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to work in a team fostered environment.
  • Ability to work in a multi-tasked environment.
  • Ability to prioritize and organize work.
  • Ability to adapt to a flexible schedule.
  • Work Environment

  • Office environment.
  • Ability to lift and / or move 20 pounds with or without accommodation.
  • Apply
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