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Performance Improvement Lead

2 weeks ago

Iloilo City, Western Visayas, Philippines Transcom Worldwide Philippines, Inc. Full time

About the Position

Job Overview

The QA Specialist will play a key role in ensuring the quality of our campaigns while maintaining effectiveness and target efficiency. This position requires excellent communication skills, attention to detail, and analytical abilities.

You will be responsible for monitoring, listening, recording, and evaluating agent phone calls according to defined rules and processes. Your primary goal will be to improve customer satisfaction and provide proactive feedback to Operations regarding agent performance.

This position requires a strong background in quality assurance and a passion for delivering exceptional results. If you have a proven track record of improving quality and driving business growth, we encourage you to apply.

Essential Responsibilities
  • Quality Audits
    • Conduct regular quality audits to ensure compliance with established standards
    • Investigate and resolve quality issues in a timely and efficient manner
  • Agent Feedback
    • Provide feedback and coaching to agents to improve their performance
    • Collaborate with Team Leaders and Business Managers to develop and implement quality improvement initiatives
  • Process Improvement
    • Identify areas for process improvement and recommend changes to enhance efficiency and quality
    • Collaborate with cross-functional teams to implement process improvements