Workforce Management Analyst

5 days ago


Davao City, Davao, Philippines Minacs Full time

The Call Monitoring Expert role at Minacs involves monitoring and evaluating the quality of customer interactions. You will assess the accuracy and adherence to established quality standards across various contact methods, including calls, emails, and chats.

Core Responsibilities
  • Monitor and evaluate a sampling of inbound and outbound calls and other contact methods to determine quality standards.
  • Report results of evaluations to stakeholders, including Quality Leadership, Operations, and Client teams.
  • Collaborate with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
  • Maintain a strong knowledge base of client products, services, and program strategies.
Skills and Qualifications
  • Bachelor's Degree in a related field from a four-year college or university.
  • Effective communication and interpersonal skills.
  • Ability to work effectively in a team environment.
  • Proficient in Microsoft Office.


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