Training Quality Coordinator

2 days ago

Makati City, National Capital Region, Philippines beBeeSpecialist Full time ₱800,000 - ₱1,200,000
Job Overview:

The role of Quality Specialist is to monitor, evaluate, and audit a sampling of inbound and/or outbound calls and other contact methods including chat and email. This involves reporting results of evaluations to appropriate business stakeholders, participating in calibration sessions/call listening sessions, and maintaining a strong program knowledge base.

Additionally, the Quality Specialist will participate in internal quality audits designed to improve overall contact quality and recommend changes. They will also contribute to maintaining forms and legends documents, and support management focuses on review of key drivers, metrics, and operational processes.

Key Responsibilities:
  • Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
  • Maintains a strong program knowledge base; and a basic understanding of client products, services, and/or program strategies
  • Participates in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
  • Complete phone time to keep current on programs (as applicable)
  • Contribute to maintaining forms and legends documents
  • Support management focuses on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Requirements:
  • Bachelor's Degree in a related field from a four-year college or university with less than one year of relevant experience preferred
  • Effective communication skills, both written and verbal
  • Proficient in Microsoft Office
  • Ability to multi-task and meet timelines on deliverable
  • Detail-oriented
What We Offer:
  • Health Insurance with Dental Coverage for Employees
  • Paid Time off
  • Bereavement Leave
  • Life Insurance Group Personal Accident Program
  • Employee Assistance Program
  • Recognition programs
  • Wellness Incentive Program
  • Learning and Development Programs

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