Quality Assurance associatesAlorica

GET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Evaluate, document, and report the quality of agent-customer interactions through standardized call and transaction monitoring. Provide specific feedback to supervisory and management staff regarding agent performance. Participate in internal/external calibrations to ensure a thorough understanding of client requirements.
JOB RESPONSIBILITIES
Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call and transaction handling. This includes call monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (i.e. handle time, speed of answer, etc.).
Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed.
Responsible for completing the required number of quality reviews for each agent based on client/company performance guidelines.
Document all observations thoroughly by maintaining observation forms and a call center monitoring database.
Participate in internal and external client monitoring/calibration sessions in order to ensure a thorough understanding of programs, goals, and client standards of excellence.
As applicable, responsible for handling agent-level calls to maintain personal knowledge of program(s).
May participate in and support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees.
OTHER RELATED DUTIES
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.
Minimum Education and Experience:
Minimum of two (2) years university required and two (2) years work experience or Bachelor's Degree preferred.
Previous call center/BPO experience preferred. Prior quality assurance and/or monitoring experience a plus Knowledge, Skills, and Abilities:
Demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level.
Ability to objectively evaluate performance against standards and identify performance gaps and recommend corrective action.
Ability to coach and provide constructive feedback on proper processes and techniques.
Detail oriented.
Strong organization and time management skills.
Proficient personal computer skills including Microsoft Office.
Excellent listening and problem-solving skills.
Excellent interpersonal, written, and oral communication skills.
Ability to prioritize and organize work in a multitasked environment.
Ability to adapt to a flexible schedule.
Ability to maintain the highest level of confidentiality
Bossjob

Taguig City, Metro Manila
Permanent
Full-time