Associate - Business Analyst-Training-Voice and Accent

2 weeks ago

Manila, National Capital Region, Philippines EXL Full time ₱250,000 - ₱500,000 per year

Classroom Management/Modules/Up-training/Initiatives/Quality

  • Monitor calls of agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.
  • Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
  • Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
  • Develop materials and conduct Foundation Skills Training (FST) when needed.
  • May help the CE AM and/or CE LAM prepare for and/or conduct learning and development sessions for support.
  • Help the CE AM and/or CE LAM gather, measure and analyze data to gauge the effectiveness of the CE projects program and its parts/projects on a regular basis.
  • Conduct agent interviews to gauge customer service orientation and communication skills trainability.
  • Protects the confidentiality of client and adheres to company policies regarding confidentiality.
  • Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
  • Ensure compliance with internal policies and procedures, external regulations and information security standards.
  • Conduct special induction with new hires to make them aware of the company culture and the work they need to do.

The primary role of the job is to advocate world-class customer experience to front-liners and support members of the account. The job focuses on coaching and training customer experience soft skills essential in enabling our front-liners connect better with customers and demonstrate overall excellent call handling. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the CE AM in training our support members to champion customer experience to everyone in the account through monitoring and coaching, as well as active participation in CE projects.

  • Associate Business Process Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Private Advertiser Full time ₱400,000 - ₱800,000 per year

    Are you detail-oriented, tech-savvy, and passionate about improving customer experiences through data and process optimization? Join our team as an Associate Business Process Analyst and play a key role in enhancing service delivery across our operations.About the RoleAs an Associate Business Process Analyst, you will support internal teams and business...

  • Business Analyst

    17 hours ago

    Manila, National Capital Region, Philippines Broadridge Full time ₱1,200,000 - ₱2,400,000 per year

    At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.Role OverviewJoin our dynamic team as aBusiness Analystin Manila, where you will play a crucial role at the intersection of client relations,...

  • Senior Business Analyst

    1 week ago

    Manila, National Capital Region, Philippines EROAD Limited Full time ₱1,200,000 - ₱3,600,000 per year

    A career with EROAD offers the unique opportunity to work in a fast-growing organisation that is at the forefront of in-vehicle technology, enhancing road safety, productivity, and reducing environmental impact. EROAD's mission is to deliver intelligence you can trust, for a better world tomorrow.​What we're looking for:We're looking for a world-class...

  • Dev Business Analyst, Associate

    1 week ago

    Manila, National Capital Region, Philippines Infor Full time ₱900,000 - ₱1,200,000 per year

    Dev Business Analyst, Associate will work on the Infor Financial Messages product and will be responsible for gathering, analyzing and communicating business requirements related to Regulatory and Statutory (R&S).What You Will Need?Required skills:* Minimum of 2 years' experience as Business Analyst* 2 years' experience of using, supporting, or testing ERP...

  • Business Analyst

    3 days ago

    Manila, National Capital Region, Philippines CAI Full time ₱60,000 - ₱120,000 per year

    Business AnalystReq number:R6409Employment type:Full timeWorksite flexibility:HybridWho we areCAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately...

  • Manager, Business Analyst

    16 hours ago

    Manila, National Capital Region, Philippines Conduent Full time ₱1,200,000 - ₱1,500,000 per year

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...

  • Business Development Representative

    1 week ago

    Manila, National Capital Region, Philippines ChatRep, Inc. Full time ₱1,200,000 - ₱2,000,000 per year

    Company DescriptionChatRep, Inc. is redefining modern BPO by combining full-service outsourcing with cutting-edge AI support. Our hybrid model leverages dedicated human agents in the Philippines, backed by AI assistants, to increase accuracy, speed, and consistency. This results in better performance, lower costs, and a more efficient and human customer...

  • Web Development, Business Analyst

    18 hours ago

    Manila, National Capital Region, Philippines Axos Business Center Full time ₱1,200,000 - ₱2,400,000 per year

    Axos Business Center, CorpAbout This JobWe are seeking a detail-oriented Web Development Business Analyst to join our team and play a pivotal role in translating business and marketing needs into actionable development work. This role ensures our developers start with clear, complete requirements, streamlines backlog management, and maintains strong...

  • Associate Consultant, Training

    2 weeks ago

    Manila, National Capital Region, Philippines Northern Trust Full time ₱1,200,000 - ₱3,600,000 per year

    About Northern TrustNorthern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring...

  • Associate Consultant, Training

    2 weeks ago

    Manila, National Capital Region, Philippines Northern Trust Full time ₱1,200,000 - ₱2,400,000 per year

    About Northern Trust:Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring...