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Majorel Quality Professional

3 weeks ago

Angeles City, Central Luzon, Philippines Majorel Full time
About the Role

We are seeking a Quality Specialist to join our team. As a Quality Specialist, you will be responsible for performing all duties required of Quality Coach, including collaboration with the LOB Client and identification of change management strategies.

Key Responsibilities
  • Perform all duties required of Quality Coach.
  • Collaborate with the LOB Client on calibrations, new programs, process analytics and improvement.
  • Identify and implement change management strategies that continuously develop agent and program performance.
  • Communicate new processes and procedures to agents.
  • Provide feedback to agents and leadership.
  • Participate in client calibration sessions.
  • Conduct transaction monitoring.
  • Develop and maintain quality reports.
  • Streamline Quality procedures.
  • Work with Team Leaders and Operations Managers to achieve goals.