asoc. iv, c ustcare, qaContinuum Global Solutions

PRIMARY RESPONSIBILITIES:
Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns.
Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.
Responsible for activities involving quality assurance and compliance with applicable regulatory requirements.
Monitor customer service interactions as well as representative adherence to policy / practice as input for training purposes.
Directs and/or manages all activities associated with Call Center operations.
Conducts audits and reviews/analyzes data and documentation
Uses the organization's resources to enhance customer satisfaction
Evaluates improvements to various systems
Ensures that data and information are sufficiently accurate and reliable
Participates in design of call monitoring formats and quality standards
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors email customer contacts.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
All other duties as assigned.
SKILLS REQUIREMENT:
Senior level job with extensive work experience
Has developed expertise in a variety of work processes through job-related training
Generates new and innovative solutions to complex problems, and proposes improvements to processes
Analyzes complex technical problems and delivers solutions where precedent may not exist
Works autonomously within established procedures and practices
May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules
A portion of time is normally spent performing individual tasks relation to the unit or sub-unit
Role works independently exercising appropriate business judgment and problem-solving skills.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to [Protected Info]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to [Protected Info].
PRIMARY RESPONSIBILITIES:
Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns.
Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.
Responsible for activities involving quality assurance and compliance with applicable regulatory requirements.
Monitor customer service interactions as well as representative adherence to policy / practice as input for training purposes.
Directs and/or manages all activities associated with Call Center operations.
Conducts audits and reviews/analyzes data and documentation
Uses the organization's resources to enhance customer satisfaction
Evaluates improvements to various systems
Ensures that data and information are sufficiently accurate and reliable
Participates in design of call monitoring formats and quality standards
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors email customer contacts.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
All other duties as assigned.
SKILLS REQUIREMENT:
Senior level job with extensive work experience
Has developed expertise in a variety of work processes through job-related training
Generates new and innovative solutions to complex problems, and proposes improvements to processes
Analyzes complex technical problems and delivers solutions where precedent may not exist
Works autonomously within established procedures and practices
May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules
A portion of time is normally spent performing individual tasks relation to the unit or sub-unit
Role works independently exercising appropriate business judgment and problem-solving skills.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to [Protected Info]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to [Protected Info].
Continuum Global Solutions

Cebu
Permanent
Full-time