Customer Experience Advocate

3 days ago


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

Firstsource Solutions Limited is a pioneering business process outsourcing (BPO) company that empowers organizations to deliver remarkable customer experiences. We pride ourselves on being a trusted partner, delivering high-quality services while fostering a culture of innovation and continuous improvement.

The Job:

We are seeking a Customer Experience Advocate to join our team. As a vital member of our service quality unit, you will be responsible for analyzing and enhancing competencies of associates, ensuring the delivery of service level quality metrics, and identifying opportunities for improvement.

Key Responsibilities:

  • Scrutinizing quality metrics at individual, team, and organizational levels.
  • Providing timely quality follow-through in the form of audits, side-by-side meetings, kick-start sessions, and development sessions.
  • Maintaining a comprehensive database of internal monitoring results and feedback to uncover trends and pinpoint areas for improvement.
  • Maintaining effective communication with other Quality Analysts while disseminating novel information to colleagues and assisting the team in creating and updating training materials and initiatives aimed at quality enhancement.
  • Remain current with emerging trends and tools in employee development.
  • Supporting the Service Quality unit by identifying new initiatives to broaden the scope of the quality program and maintaining processing models, guidelines, and scoring methodologies.
  • Performing other tasks related to the role as designated.

Qualifications:

We require a college degree or relevant experience in education, communication, or quality assurance. Proficiency in MS Office is mandatory, and contact centre knowledge and experience are also necessary. A robust contact centre background and a dedication to quality & improvement are crucial.

Desirable Skills:

Exceptional analytical and problem-solving skills, along with excellent interpersonal and communication skills, are highly desirable. The candidate should be able to convey complex ideas clearly and effectively, working collaboratively with colleagues and stakeholders from diverse backgrounds.



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