Quality AnalystASCENT PRO

Description
REQUIREMENTS:
• Bachelor degree in related field
• At least 2 years experience in the call center industry
• Experience in providing feedback to agents on areas of improvement
• Outstanding written and oral English communication skills
• Proficient in Excel and PowerPoint preferred
• Previous quality/transaction monitoring handling Sales, Service and/or Technical Support portfolios
• Must be amenable to work on shifting or graveyard shift and during holidays and weekends if needed
• Amenable to work on site at Taguig
RESPONSIBILITIES:
• Complete the required number of evaluations each month
• Provide coaching and feedback to agents on areas for improvement
• Maintain accuracy of data for feedback and reporting purposes
• Maintain monthly variance threshold with the client
• Facilitation of calibrations with operations and clients (Remotely and/or Face to Face as required)
• Complete the required number of phone time / chat time set by the client
• Provide reports and analysis highlighting weekly/monthly trends of the program
• Facilitate learning sessions with operations or support groups
• Adherence to quality definitions, standards and guidelines
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Language(s): English
Knowledge: Microsoft Excel, Microsoft PowerPoint, Coaching
Availability for travel: Yes
Availability for change of residence: Yes
OFERTA_DISCAPACIDAD OFERTA_DISCAPACIDAD_YES

Work type
Full Time