Quality Assurance Specialist - Makati - Concentrix

    Concentrix
    Concentrix Makati

    2 araw ang nakalipas

    ₱480,000 - ₱900,000 (PHP) bawat taon *
    Paglalarawan

    Essential Functions/Core Responsibilities


    • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email


    • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)


    • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices


    • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes


    • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies


    • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)


    • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)


    • Complete phone time to keep current on programs (as applicable)


    • Contribute to maintaining forms and legends documents


    • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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