qa apprentice (pioneer Insurance - voice)Afni

Description
Position Purpose:
The Quality Consultant is responsible for evaluating and providing individual and client performance feedback to Center Operations and to support the development and maintenance of a high level of quality.
Essential Functions and Responsibilities:
1. Monitor, analyze, and evaluate the performance of newly hired and existing employees. Consult and partner with Project Coaches to provide performance results/trends that enable the Project Coaches' ability to ensure consultants receive feedback on customer service techniques, systems operation, and policy/procedure/practices. Monitoring is accomplished by comparing performance against client and company requirements and specifically targeting individual behaviors for which the consultant is being coached. (70% of work time)
2. Evaluate individual and team results to identify specific opportunities and periodically meet with Coaches to provide consultation, working together to plan monitoring strategy and validate Consultant performance progress. (20% of work time)
3. Support and partner with the training department by providing trend analysis feedback to help determine training-related solutions, present quality performance criteria and scoring methodologies to new hire classes, facilitate class quality calibration sessions and provide client performance feedback as required. (10% of work time)
Requirements
Aspirants from BLM Care Voice only are qualified to apply
At least an average of 90 % attendance and passing scorecard (at least 3.0) for the past 3 months
No disciplinary actions and/or program-specific infraction for the past 3 months
At least 3 months into production
Preferably PRIDE trained
Shift
Full-time
Address
Commonwealth Ave. Diliman Commercial Complex, Quezon City, phl-
Afni

Quezon City, Metro Manila
Permanent
Full-time