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Production Encoder

4 weeks ago

Philippines Buscojobs Full time

Job Description

The ideal candidate will have a strong background in quality assurance within the BPO industry and a passion for driving performance excellence across customer interaction channels.

Key Responsibilities

  • Design and implement quality monitoring formats and standards for voice, chat, and email interactions.
  • Utilize quality monitoring systems to compile and track team and individual performance.
  • Participate in customer and client improvement programs to identify needs and expectations.
  • Monitor interactions and provide performance trend data to site management.
  • Identify and track poor performance interactions for improvement.
  • Facilitate internal and client call calibration sessions.
  • Provide feedback and coaching to team leaders and agents.
  • Recommend corrective actions for critical and non-critical errors.
  • Generate and analyze daily, weekly, and monthly performance reports.
  • Prepare internal and external quality reports for management review.
  • Perform other duties as assigned.

Qualifications

  • 2–3 years of experience in BPO Quality Assurance.
  • Certifications in Facilitation Skills, Quality Auditor, Quality Improvement, or Six Sigma are a plus.
  • Experience monitoring voice, email, and chat interactions.
  • Proficient in Root Cause Analysis (RCA).
  • Strong computer skills, including Microsoft Office and database tools.
  • Familiarity with quality tools, concepts, and methodologies.
  • Knowledge of relevant regulatory requirements.
  • Excellent verbal, written, and interpersonal communication skills.
  • Strong analytical and problem-solving abilities.
  • Highly organized with effective time management skills.
  • Leadership and team-building capabilities.
  • Adaptability to change and shifting priorities.
  • High attention to detail and sound judgment.
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint).
  • Ability to work flexible schedules, including weekends.
  • Self-motivated and resourceful with minimal training required.
  • Comfortable using various customer interaction channels (phone, email, chat, social media).
  • Positive and bubbly personality.

Job Type: Full-time

  • Additional leave
  • Company Christmas gift
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Promotion to permanent employee
  • Staff meals provided

What We Offer

  • Competitive salary range: ₱500,000 - ₱1,000,000
  • Opportunity to work with a leading solar company
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