Evaluating Quality Excellence

2 days ago

Manila, National Capital Region, Philippines beBeeQuality Full time ₱800,000 - ₱1,200,000
Senior Quality Evaluator

Key Responsibilities:

  • Support the monitoring and evaluation of inbound and/or outbound calls and other customer contact methods for accuracy and adherence to established quality standards.
  • Provide insight to customers to contribute to program performance improvements through assessing quality standards.

Essential Functions:

  • Monitor, evaluate, and/or audit a sampling of inbound and/or outbound calls and other contact methods, including chat and email.
  • Report results of evaluations to appropriate stakeholders, including Business Leadership, Operations, Client, Account Management, and Resource Unit partners.
  • Participate in calibration sessions and call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
  • Participate in internal quality audits to improve overall contact quality and recommend changes.
  • Maintain strong program knowledge base; possess basic understanding of client products, services, and/or program strategies.
  • Contribute to maintaining forms and legends documents.
  • Support management focus on review of key drivers, metrics, and operational processes that drive Balanced Scorecards and count profitability goals.

Candidate Requirements:

  • Bachelor's Degree in related field from a four-year college or university, preferred.
  • Effective communication skills, both written and verbal.
  • Proficient in Microsoft Office.
  • Ability to multi-task and meet timelines on deliverables.
  • Detail-oriented.

This entry-level position involves little or no prior relevant work experience. It provides an opportunity to acquire basic skills to perform routine tasks, working with close supervision or under clearly defined procedures.

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