Quality Assurance Communications Consultant

2 days ago

Makati City, National Capital Region, Philippines Kroll Global Solutions Inc. Full time ₱1 - ₱2 per year

Kroll Restructuring Administration, part of Kroll's Business Services division, is the leader in global, end-to-end restructuring administration services. We offer the industry's leading suite of technology-driven and consulting services to support restructurings of every complexity, size, industry and type. Additionally, our unmatched public securities and solicitation expertise provides clients with the comprehensive resources they need to execute corporate transactions globally.

Kroll Business Services is the global leader in complex claims administration and legal and business solutions. As an integral part of Kroll, the world's premier provider of services and digital products related to governance, risk and transparency, Kroll Business Services is supported by nearly 5,000 professionals in 30 countries and territories around the world.

At Kroll, your work will help deliver clarity to our clients' most complex governance, risk and transparency challenges. Apply now to join One team, One Kroll.

The Position

This is an entry level position with potential for growth.

The ideal candidate will be a meticulous critical thinker with excellent written and oral communication skills. The candidate must be detail oriented, work at an efficient pace and have some experience producing written work product in a professional setting.  The candidate must be willing to work US-based business hours.

The candidate filling this position will focus on providing quality assurance for our call center's written and oral interactions with the public.  Our call center supports Kroll Restructuring Administration's Consulting and Solicitation Departments, which provide administrative services to companies seeking chapter 11 bankruptcy protection in the US.   The candidate will receive training on all relevant tasks, but curiosity and a willingness to learn are essential to success in this role.  The successful candidate will have frequent interaction with senior members of the Communications team and other departments within KRA.

This is a hybrid role – the successful candidate will be required to be onsite in Kroll's Manila office or the Manila location of Kroll's third-party vendor at least three days a week.

The Consultant will perform the following functions:

·       Monitoring call center agents' productivity and performance, including by reviewing and revising draft written responses to incoming inquiries and evaluating live calls

·       Tracking agent performance over time, including collecting performance data and providing appropriate feedback

·       Familiarizing oneself with the status and cadence of various chapter 11 bankruptcy cases in order to adequately judge the accuracy of call center agent responses

·       Assisting with training call center agents to ensure that the communication center is meeting the needs of our clients

·       Participating in calibration sessions to maintain consistency in internal evaluations

Requirements

·       Fluency in English (both spoken and written) is essential, including a strong understanding of tone and grammar in a professional setting

·       Undergraduate degree or equivalent work experience

· years' experience of demonstrated performance in customer-focused or quality assurance environment

·       Strong attention to detail

·       Ability to work independently with minimal supervision

·       Legal, financial or technology industry background a plus

·       Non-English foreign language capabilities a plus

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