Quality Coach I

3 weeks ago

Quezon City, National Capital Region, Philippines Global Payments Inc. Full time
Overview

Summary of This Role: Monitors, evaluates and scores a specified number of calls each month for all clients in order to provide an overall assessment of call center and collections quality. Scores are then entered into a database for tracking and reporting purposes. Quality issues and performance measures are used to insure the highest level of customer service to cardholders while maintaining the integrity of the client.

What Part Will You Play?
  • Monitor random inbound customer service calls and evaluate the quality of calls based on client-defined criteria. Provide Customer Service Representatives (CSRs) with basic feedback and coaching to improve service quality. Create weekly reports outlining calls evaluated and coaching activities for department management and/or supervisors.
  • Participate in client calibration meetings as an observer to gain knowledge and skills for client calibration sessions. May assist more experienced Quality Control Specialists with preparation for client calibration sessions by running reports from the call monitoring system, retrieving requested call recordings, creating transcripts, and preparing one to two business review slides as directed.
  • Assist more experienced Quality Control Specialists with preparing information to respond to client requests for review of certain basic inbound calls by extracting recordings and creating transcripts.
  • Act as a back-up to the customer service team to resolve customer account inquiries during inbound calls as needed.
  • Assist management with basic special projects of minimal impact. Special projects typically require no more than 10% of the Quality Control Specialist's work week in addition to regularly scheduled tasks.
What Are We Looking For in This Role?Minimum Qualifications
  • High School Diploma or Equivalent
  • Typically No Relevant Experience Required
Preferred Qualifications
  • 1-2 years related work experience
What Are Our Desired Skills and Capabilities?
  • Skills / Knowledge: Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
  • Job Complexity: Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
  • Supervision: Normally receives detailed instructions and follows established procedures on all work; requires instructions on all assignments. Works under close supervision.
  • Skills / Knowledge: Knowledge of client policies, departmental procedures and applicable computer applications.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Management and Manufacturing
Industries
  • Financial Services
  • IT Services and IT Consulting

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