Teleperformance Clark | Quality

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, 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, where we are relentless, resourceful, resilient and agile – all pulling together as One Team to deliver total reliability and digital transformation in a constantly changing world.

The Quality Specialist performs all duties required of Quality Coach. The Quality Specialist has regular interaction with the LOB Client collaborating on calibrations, new programs, process analytics and improvement. The Quality Specialist is trusted to identify and implement change management strategies that continuously develop agent and program performance. New processes and procedures are communicated through the Quality Specialists to agents requiring the ability to convert concepts and abstracts into tangible materials and programs.

• Function as a Subject Matter Expert on the LOB.
• 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 changes with recommendations to mitigate negative impact on different metrics.
• Establish rapport and effective working relationships with Quality Delivery Manager and business owners to understand account specifics.
• 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.
• Diagnose 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. Track trends and ensure 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.

• 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 and the ability to handle multiple projects simultaneously and adapt to change.
• Strong knowledge of the applicable client account is required.
• 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.

• 2- or 4-year degree in a related field from an accredited college or university, with some related work experience 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.

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity. The Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.