Quality Control Specialist
2 weeks ago
Quality Monitoring
- Monitor and evaluate customer interactions (calls, chats, emails)
- Ensure adherence to company standards, processes, and compliance guidelines
- # of evaluations completed per week/month
- % adherence to evaluation targets
- Quality accuracy score
Feedback and Coaching Support
- Provide constructive feedback based on evaluation results
- Collaborate with trainers/supervisors to improve agent performance
- Timeliness and clarity of feedback
- # of coaching sessions supported
- Improvement in agent quality scores
Reporting and Documentation
- Maintain accurate and up-to-date records of evaluations
- Generate and analyze quality reports for trends and insights
- On-time submission of reports
- Report accuracy
- Insights provided per month
Process and SOP Compliance
- Ensure agents follow standard operating procedures (SOPs)
- Participate in SOP updates or audits
- % of SOP compliance in evaluations
- # of SOP deviations flagged
- Contributions to SOP updates
Continuous Improvement
- Identify areas for improvement in customer service and internal processes
- Recommend and support implementation of quality initiatives
- # of improvement suggestions submitted
- # of suggestions implemented
- Impact of changes on CSAT/FCR
Fraud and Policy Violation Checks (if applicable)
- Detect and escalate suspicious or fraudulent behaviors
- Ensure adherence to security and compliance policies
- # of incidents flagged/escalated
- Turnaround time in reporting
- Accuracy of findings
Calibration and Alignment
- Participate in calibration sessions with team leaders, trainers, and stakeholders
- Align scoring standards across QC team
- Calibration score consistency
- Participation rate in calibration sessions
- % alignment with team scoring
Job Type: Full-time
Pay: Php35, Php38,000.00 per month
Benefits:
- Opportunities for promotion
- Promotion to permanent employee
Work Location: In person
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