NOC Quality Expert

4 days ago

General Santos, Soccsksargen, Philippines beBeeQuality Full time ₱800,000 - ₱1,200,000
Job Description:

The Quality Assurance Specialist will be responsible for ensuring the quality of our NOC associates' performance by assessing their demeanor, technical accuracy, and customer service skills. They will monitor inbound and outbound calls, cases, dispatches, and email responses to identify areas for improvement.

This individual will also assist in developing and implementing quality processes and procedures, as well as providing recommendations for enhancements to training materials to improve the overall customer experience.

In addition, they will participate in the design of call monitoring formats and quality standards, provide trend data to management based on audits and quality monitoring, and conduct work studies with associates to identify potential process gaps.

The Quality Assurance Specialist will also track performance at team and individual NOC levels, monitor email responses, and participate in customer listening programs to identify customer needs and expectations.

Responsibilities:
  1. Perform quality reviews and audits of cases, dispatches, and calls within the NOC.
  2. Participate in the design of call monitoring formats and quality standards.
  3. Provide trend data to management based on audits and quality monitoring.
  4. Conduct work studies with associates to identify potential process gaps.
  5. Track performance at team and individual NOC levels.
  6. Monitor NOC email responses.
  7. Participate in customer listening programs to identify customer needs and expectations.
Requirements:
  • At least 2 years of experience in a NOC environment.
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Self-motivated and proactive attitude.
  • Focus on quality and customer service.
  • Exceptional listening and analytical skills.
  • Strong time management skills.
  • Ability to effectively interact with people at all levels within the organization.
  • Adaptability to change and ability to set and adjust priorities as needed.
  • Proficiency in MS Office and database software.

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