sr. Associate quality-bpsTASQ Staffing Solutions

Responsibilities
Monitors all interactions and ensures accuracy of the same with on-time/immediate feedback to the
floor
Coordinates and facilitates call calibration/training sessions for call center staff
Publishes quality trends, feedback and improvement / enhancement reports
Conduct quality monitoring and coaching
Deal tactfully and courteously with clients
Produce Quality reports and dashboards such as TNI, Pareto etc.
Drive process improvement and ensure process compliance
Contribute to the development of the short- and long-term goals of the process
Ensure quality, NPS and CSAT targets are met at all times
Drive first call resolution and quality initiatives in the program
Skillset
With at least 2 years QA experience in BPO setting.
Candidate who has customer service experience in any Banking/Telecommunication account is highly preferred.
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate level of knowledge in MS-Office.
Works accurately and with an eye for details.
Willing to work onsite at Eastwood, Quezon City for a shifting schedule
TASQ Staffing Solutions

Quezon City, Metro Manila
Permanent
Full-time