Sales Quality Assurance SpecialistMagellan Solutions Outsourcing, Inc.

Posted on 14 September 2020
JOB DESCRIPTION:
Conduct required daily/weekly/monthly transaction monitoring
Design, develop and implement quality framework covering all the roles and designation
Administer the implementation of quality related initiatives, and ensure quality measures are aligned with overall business objectives (close coordination with clients in updating call flows, call process, and quality guidelines)
Tracking the performance against program objectives and implementing improvement initiatives to achieve the objectives
Update the identified tool with performance data to ensure timely and accurate reporting of SLAs --- Prepare accurate transaction monitoring reports
Recommend actions for improvement based on monitoring result at a team member / process level
Lead calibration exercises with Operations Team and Client/s on a regular basis to ensure consistency in measurement
Work closely with Trainer / SME and Operations team to conduct upskilling (learning sessions with operations or support groups)
Requirements
JOB QUALIFICATIONS:
Must have at least 2-3 years' experience relevant to the job
Has very good oral and written communication skills
Computer literate
Good attention to details
Good thought process
Good attendance record
Amenable to work on required flexible/variable hour work schedule including weekends based on business needs and observe company attendance policy
COMPETENCIES NEEDED:
High level of English language competency
High comprehension skills
Excellent listening skills
Sales savvy and articulate
Ability to multitask
High level of typing speed and accuracy
Ability to learn and understand work flow process
Goal Oriented
Results Driven
Skills / Software
Quality ControlAttention to Detail
Working Location
PB Mezzanine Summit One Tower, 530 Shaw Blvd, Mandaluyong, 1552 Metro Manila, Philippines
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Job Description
Bossjob