Wala nang mga aplikasyon ang tinatanggap para sa trabahong ito
- Performs regular Quality audits based on accepted standards in sampling to ensure delivery is consistent and at par with CX standards.
- Provide notification and process feedback to front-line agents on observations gathered from call audits.
- Demonstrates best practices in calls and email handling to agents.
- Facilitates calibration sessions. Able to convince all participants of recommendations in terms of applying agreed standards on interactions audited.
- Performs quality analysis and can identify root causes and create relevant action items to improve and sustain performance.
- Facilitates review sessions with BU reps, contact center, and SMEs to ensure that processes are aligned to current CX business SOPs
- Supports the implementation of plans and strategies designed and developed for rolling out quality initiatives to the operations team.
- Provides recommendations on initiatives that will improve overall Quality and CSAT performance.
- Drives process improvement programs i.e. Lean and Agile
- At least 2-3 years of call center QA experience
- Willing to work on a night shift schedule
- Willing to work on-site in Taguig
- Work in a company with a solid track record of performance
- Join a well known brand within Consulting
- Opportunity to make a positive impact
Quality Assurance Analyst - Manila, Pilipinas - VCC Link, Inc.
Paglalarawan
YOUR TALENT SOLUTIONS PARTNER FOR THE LONG HAUL. V-Call Center Link (VCC Link), Inc. was established in 2004 primarily as a firm that offers solutions to offshore and outsourcing companies, addressing business needs such as the supply of quality workforce, customer service training, and turnkey solutions set up. Champion contributor for the Philippines Information Technology and Business Process Management (IT-BPM) sector, VCC Link has now focused on providing recruitment solutions to the outsourcing industry.The Role
Your Responsibilities Will Include
What's on Offer