specialist, bilingual Quality AssuranceSynchrony

What you'll accomplish as a Call Quality Specialist:
You will be responsible in upholding business expectations on both Call Quality and Customer Experience through monitoring of customer interaction. He/she is also responsible for promoting transparency and consistency in application of quality process guidelines.
What you'll do:
Perform monitoring and evaluating of calls, and provide developmental feedback through coaching notes
Meet timelines and ensure accuracy of tasks assigned
Facilitate and/or attend calibration sessions and clarify all process issues and drive consistency among raters
Provide feedback to management regarding gaps and risks identified through monitoring process and drive business initiatives
Support and lead initiatives driving Quality, Compliance, Empowerment and Customer Experience
Uphold and adhere to the ISMS policies and guidelines
Skills you'll need:
Must be a full time employee
Must have completed at least twelve months (12) months tenure in current role
Not on any corrective action plan
Must have passed all metrics for the last six (6) months
Excellent attendance record
Proficient in utilization of Microsoft Office applications
Excellent English and Spanish verbal and written Communication skills
Team player and able to make decisions that meet both the business and customer requirements
Ability to work independently and effectively manage multiple priorities with minimal supervision
Flexible and willing to adjust work schedule to deliver quality monitoring commitments and business needs
Skills you have that will delight us:
Ability to effectively work with all levels in the organization
Details and insights oriented
Ability to collaborate cross-functionally
Willingness to assume additional responsibilities as business needs arise
Excellent time management skills
Job Family Group: Contact Center Operations
Synchrony

Manila City, Metro Manila Muntinlupa City, Metro Manila
Permanent
Full-time