EASTWOOD | Quality Specialist | Pioneer Account

Overview We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world. Company Summary Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Position Eastwood | Quality Specialist | Pioneer Account — Ma Jolrel Muntinlupa City, National Capital Region, Philippines Responsibilities Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, the Client and employees Analyze DSAT and present drivers in cooperation with Client Quality Delivery Manager Propose process change with recommendation to mitigate any negative impact to different metrics Establish rapport and effective working relationships with Quality Delivery Manager and business owners in order to understand account specific Provide effective, accurate and constructive feedback to agents to ensure continuous improvement Coordinate and/or participate in client calibration sessions Conduct Process and Agent Level Transaction Monitoring Ensure consistent application of the quality process/system Facilitate Quality training and/or initiatives Diagnosis continuous improvement opportunities applicable to account, workgroup and department Utilize common process methodology for process improvement Develop and maintain quality reports at agent, team, and call center level; tracking trends and ensuring the realization of action plans Develop and streamline Quality procedures Provide written and verbal feedback to leadership, the client and agents on evaluations and process improvement recommendations Work closely with Team Leaders and Operations Managers to identify knowledge gaps, create action plans to bridge them and achieve all goals Knowledge, Skills and Abilities Superior written and verbal communication skills and presentation skills Proficiency with Microsoft Word, Excel, PowerPoint, Outlook Self-motivated and performance-oriented Ability to build rapport and work effectively with all levels of management and clients Analytical skills Ability to handle multiple projects simultaneously and be receptive to change Strong knowledge of the applicable client account Strong customer service/retention/sales/technical support skills Proven past performance associated with current quality guidelines Flexible to work any shifts within department hours of operation Education/Experience 2 or 4 year degree in related field from an accredited college or university (preferred) 2-4 years of relevant call center experience High school diploma or equivalent work experience required 1 year plus experience on the applicable client account required Seniority level Entry level Employment type Full-time Job function Other, Information Technology, and Management Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr