Team Coach

Team Coach & Quality Analyst (Local Account) – Pasig, Palawan

Transec BPO Solutions, Inc. – Posted today

Job Description

WHY JOIN OUR TRANSEC TEAM?
- Represent one of the top leading brands in PH
- Great working environment with a tight-knit team
- Fixed work schedule

NOTE: This is for a local account.

If you\'re passionate and excellent in bringing out the best in other people, come and join us as our Customer Service Team Lead.

JOB OBJECTIVE
To provide leadership, coaching, support, and guidance to a team of Customer Service Associates in exceeding performance metrics.

ESSENTIAL JOB FUNCTIONS

• Manage team performance by listening to recordings, utilizing the QA scorecard, provide coaching and feedback, counselling and mentoring, and delegation of task whenever necessary.
• Communicate to the team any new requirements, changes and/or updates regarding the account or company-related information.
• Manage workforce to meet the productivity goals and ensure the team\'s excellence.
• Supervise the team’s overall attendance and behavior to ensure compliance with our Employee Code of Conduct.
• Responsible for handling complaints and taking escalation calls to resolve customer concerns.
• Create and submit reports to the client.
• Train and conduct certification exams of new Customer Service Associates through the use of training materials provided.

SKILLS & QUALIFICATIONS

• Bachelor’s/College Degree in any field is highly preferred; must have undergone 2nd year of college level.
• At least 1 year of experience in a call center environment as a Supervisor or equivalent role preferably in customer service.
• Superior customer service.
• Analytical ability to decipher statistics and translate to reports.
• High level of interpersonal, organizational, coaching & multi-tasking skills.
• High reliability & accountability.
• Good communication skills, both written and oral for both English and Filipino.

Job Types : Full-time, Permanent

Benefits :

• Company Christmas gift
• Company events
• Employee discount
• Health insurance
• Life insurance
• Paid training
• Pay raise
• Promotion to permanent employee

Schedule :

• 8 hour shift
• Day shift

Supplemental pay types :

• 13th month salary
• Overtime pay
• Performance bonus

Education :

• Bachelor\'s (preferred)

Experience :

• Customer Service Team Lead: 1 year (preferred)
• Customer Service Team QA: 1 year (preferred)

Language :

• English (preferred)

Quality Analyst & Team Coach – Local Account

Transec BPO Solutions Inc. – Pasig, Palawan

Posted today

Job Description

WHY JOIN OUR TRANSEC TEAM?
- Represent one of the top leading brands in PH
- Great working environment with work-life balance
- Healthcare & life insurance coverage
- Performance reviews & annual increases

NOTE: This is for a local account.

If you\'re passionate and excellent in bringing out the best in other people, come and join us as our Customer Service Team Lead.

JOB OBJECTIVE
To provide leadership, coaching, support, and guidance to a team of Customer Service Associates in exceeding performance metrics.

ESSENTIAL JOB FUNCTIONS

• Manage team performance by listening to recordings, utilizing the QA scorecard, providing coaching and feedback, counselling and mentoring, and delegating tasks whenever necessary.
• Communicate to the team any new requirements, changes and/or updates regarding the account or company-related information.
• Manage workforce to meet the productivity goals and ensure the team\'s excellence.
• Supervise the team’s overall attendance and behavior to ensure compliance with our Employee Code of Conduct.
• Responsible for handling complaints and taking escalation calls to resolve customer concerns.
• Create and submit reports to the client.
• Train and conduct certification exams of new Customer Service Associates through the use of training materials provided.

SKILLS & QUALIFICATIONS

• Bachelor’s/College Degree in any field is highly preferred; must have undergone 2nd year of college level.
• At least 1 year of experience in a call center environment as a Supervisor or equivalent role preferably in customer service.
• Superior customer service.
• Analytical ability to decipher statistics and translate to reports.
• High level of interpersonal, organizational, coaching & multi-tasking skills.
• High reliability & accountability.
• Good communication skills, both written and oral for both English and Filipino.

Job Types : Full-time, Permanent

Benefits :

• Company Christmas gift
• Company events
• Employee discount
• Health insurance
• Life insurance
• Paid training
• Pay raise
• Promotion to permanent employee

Schedule :

• 8 hour shift
• Day shift

Supplemental pay types :

• 13th month salary
• Overtime pay
• Performance bonus

Education :

• Bachelor\'s (preferred)

Experience :

• Customer Service Team Lead: 1 year (preferred)
• Customer Service Team QA: 1 year (preferred)

Language :

• English (preferred)

Quality Assurance Analyst – Financial Technology

Pasig, Palawan – Full Potential Solutions

Posted today

Job Description

Overview
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values :

• Integrity : Do what\'s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence : Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability : Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace : Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission : To create conditions within which people can thrive

Responsibilities :

• Analyze current customer service processes and identify gaps or defects to improve overall effectiveness.
• Define/recommend process improvements to meet current and future customer service needs/standards.
• Quality analyst will ensure that customer needs are being met by current processes (e.g., review recorded agent conversations, identify/communicate opportunities for improvement)
• Ensure appropriate usage of available resources by agents to respond to callers.
• Work directly with agents/staff to improve overall performance.
• Perform Quality audits and analyze results to determine process improvement opportunities.
• Review/monitor results of appeals work and escalate as necessary (e.g., rebuttals)
• Demonstrate understanding of applicable Customer Service Quality requirements/ guidelines (e.g., escalation procedures, use of SMEs)
• Adhere to established Quality processes, procedures, requirements and guidelines, and ensure adherence by all applicable stakeholders.
• Define/document Quality standards (e.g., caller interactions, use of applicable call tracking tools, caller verification/authentication)
• Support applicable customer service processes and groups (e.g., CSA populations, lead teams, client teams)

Qualifications :

• With at least 1-4 years’ experience as a Quality Analyst in a BPO setup
• Strong verbal and written communication skills
• Background in FinTech or any Financial program
• Strong attention to detail and desire to follow procedure
• Willing to work on a night shift schedule

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