Performance Optimization Expert

3 days ago

Manila, National Capital Region, Philippines Firstsource Solutions Limited Full time
About Firstsource Solutions Limited

We are a renowned business process outsourcing (BPO) company dedicated to helping organizations achieve exceptional customer experiences. Our core values emphasize quality, excellence, and innovation, driving us to deliver outstanding results and foster a culture of continuous improvement.

The Role Overview:

We seek a Performance Optimization Expert to join our service quality unit. This critical position involves scrutinizing and enhancing competencies of associates, guaranteeing the delivery of service level quality metrics, and pinpointing opportunities for improvement.

Primary Responsibilities:

  • Investigating quality metrics at individual, team, and organizational levels.
  • Furnishing timely quality follow-through in the form of audits, side-by-side meetings, kick-start sessions, and development sessions.
  • Creating and maintaining a comprehensive database of internal monitoring results and feedback to identify trends and pinpoint areas for improvement.
  • Maintaining effective communication with other Quality Analysts while disseminating novel information to colleagues and assisting the team in developing/maintaining new training material and initiatives geared towards quality improvement.
  • Remaining up-to-date with emerging trends and tools in employee development.
  • Supporting the Service Quality unit by identifying new initiatives to include expanding the quality program scope and maintaining processing models, guidelines, and scoring methodologies.
  • Performing other tasks related to the role as designated.

Requirements:

A bachelor's degree or relevant experience in education, communication, or quality assurance is required. Familiarity with MS Office and contact centre operations is necessary. A strong background in contact centre management and a dedication to quality & improvement are essential.

Preferred Qualities:

Excellent problem-solving and analytical skills, accompanied by the ability to communicate complex ideas clearly and effectively. Strong interpersonal and communication skills, allowing the candidate to collaborate seamlessly with colleagues and stakeholders from diverse backgrounds.

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