Quality and Customer Service Lead

3 days ago


Cebu City, Central Visayas, Philippines Wipro Job title Full time

We are seeking a Quality and Customer Service Lead to join our team at Wipro. As a member of our organization, you will play a critical role in ensuring that our customers receive exceptional service and support.

About the Role:

In this position, you will be responsible for monitoring agents for compliance with established processes, policies, and guidelines. You will work closely with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.

You will analyze information and utilize it to build recommendations to reduce errors and improve process performance. Your responsibilities will include creating and maintaining tracking reports in relation to performance, as well as monitoring site performance against key business metrics like Productivity, Accuracy, Project Baseline Targets, Quality Score, QC Accuracy, and Staff Utilization.

Key Responsibilities:
  • Monitor agents for compliance with established processes, policies, and guidelines.
  • Analyze information to build recommendations to reduce errors and improve process performance.
  • Create and maintain tracking reports in relation to performance.
  • Monitor site performance against key business metrics.
Requirements:
  • Proven experience in quality assurance or a related field.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Self-motivated and results-driven.


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