JOB DESCRIPTION
Designation: Executive
Department: Service Quality
Location: Cebu, PH
Work Set-up: 100% Work from Office
WORK BRIEF:
The holder of the role is responsible for monitoring the agent transactions ensuring that they are in accordance with the contractual agreement with the client as well as documenting and sharing findings with operations to initiate corrective measures.
CORE RESPONSIBILITIES
Monitor agents to identify errors, deviations & initiate corrective measures.
Provide actionable data to various internal support groups as needed.
Generate account specific QA reports based upon predefined contractual criteria and provide inputs to operations.
Create & maintain timely & accurate QA database.
Conduct feedback sessions with Agents.
Participate in design of call monitoring formats and quality standards.
Compile and track performance at team and individual level.
Participate in customer and client listening programs to identify customer needs and expectations.
Coordinate and facilitate call calibration sessions for call center staff.
Provide feedback to call center team leaders and managers.
Prepare and analyze internal and external quality reports for management staff review.
Essential Knowledge:
Overview of Internal Audit procedure
Familiarity with COPC compliance requirements
Good knowledge of spreadsheets and graphs
General knowledge of Training Domain.
Hands-on experience required in MS Office applications (PPT, Word & Excel)
Basic knowledge on Data Analytics
Essential Skills:
Must be fluent in communication, both verbal and written to deliver the training content in best presentation mode
Leading, Controlling and Coaching training batches (both ways- in person and virtually if required)
Flexibility is a must for night shifts, rotation, rest days to match as that required by the business
Organize, prioritize, and schedule training assignments and projects.
Foster a cooperative work environment.
Skill in examining of trainees and adapting training delivery.
Coaching Skills.
Consultative and Socially Confident.
MINIMUM QUALIFICATION:
Graduate of any 4 or 5-year Bachelors Degree.
4 years of Training Experience in a BPO set-up
IKIGAI ENABLERS PTE. LTD.
Designation: Executive
Department: Service Quality
Location: Cebu, PH
Work Set-up: 100% Work from Office
WORK BRIEF:
The holder of the role is responsible for monitoring the agent transactions ensuring that they are in accordance with the contractual agreement with the client as well as documenting and sharing findings with operations to initiate corrective measures.
CORE RESPONSIBILITIES
Monitor agents to identify errors, deviations & initiate corrective measures.
Provide actionable data to various internal support groups as needed.
Generate account specific QA reports based upon predefined contractual criteria and provide inputs to operations.
Create & maintain timely & accurate QA database.
Conduct feedback sessions with Agents.
Participate in design of call monitoring formats and quality standards.
Compile and track performance at team and individual level.
Participate in customer and client listening programs to identify customer needs and expectations.
Coordinate and facilitate call calibration sessions for call center staff.
Provide feedback to call center team leaders and managers.
Prepare and analyze internal and external quality reports for management staff review.
Essential Knowledge:
Overview of Internal Audit procedure
Familiarity with COPC compliance requirements
Good knowledge of spreadsheets and graphs
General knowledge of Training Domain.
Hands-on experience required in MS Office applications (PPT, Word & Excel)
Basic knowledge on Data Analytics
Essential Skills:
Must be fluent in communication, both verbal and written to deliver the training content in best presentation mode
Leading, Controlling and Coaching training batches (both ways- in person and virtually if required)
Flexibility is a must for night shifts, rotation, rest days to match as that required by the business
Organize, prioritize, and schedule training assignments and projects.
Foster a cooperative work environment.
Skill in examining of trainees and adapting training delivery.
Coaching Skills.
Consultative and Socially Confident.
MINIMUM QUALIFICATION:
Graduate of any 4 or 5-year Bachelors Degree.
4 years of Training Experience in a BPO set-up
IKIGAI ENABLERS PTE. LTD.
Other Info
Cebu City, Cebu
Permanent
Full-time
Permanent
Full-time
Submit profile
IKIGAI ENABLERS PTE. LTD.
About the company
Position service quality executive 22002673 recruited by the company IKIGAI ENABLERS PTE. LTD. at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on Service Quality executive 22002673 or IKIGAI ENABLERS PTE. LTD. company in the links above
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