Senior Associate Manager

2 days ago

Manila, National Capital Region, Philippines Aumtrend Full time ₱324,000 - ₱486,000 per year

Role : Senior Associate Manager-Customer Experience

Company : One of the global client

Location : BGC - Manila

Setup : Onsite

Our most successful candidates will have:

  • Bachelor's degree in business administration, Quality Management, or related field
  • Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
  • Proficiency in MS Office applications and quality management software
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
  • Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
  • In-depth knowledge of call center operations, performance metrics, and quality standards
  • Experience in developing and implementing process improvements
  • Understanding of regulatory compliance requirements in customer service
  • Demonstrated leadership skills and ability to work collaboratively in a team environment
  • Ability to multitask and work efficiently in a fast-paced, dynamic environment
  • Strong attention to detail and commitment to maintaining high-quality standards
  • Certifications such as Six Sigma or those focused on quality management are highly advantageous
  • Experience with data analysis tools and reporting software is a plus.

Key Responsibilities:

  • Performance Analysis and Quality Assurance:
  • Analyze customer interaction data to identify trends and areas for improvement.
  • Ensure agents adhere to company policies, procedures, and regulatory guidelines.
  • Feedback and Coaching:
  • Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.
  • Develop training materials and support training programs to improve agent performance.
  • Reporting and Process Improvement:
  • Document quality issues and performance metrics for management review.
  • Identify and implement process improvements to enhance efficiency and customer satisfaction.
  • Collaboration:
  • Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.

Essential Skills:

  • Strong analytical and problem-solving abilities
  • Excellent communication and interpersonal skills
  • Attention to detail and knowledge of call center quality metrics
  • Proficiency in call center technology and quality management software

Job Type: Permanent

Pay: Php40, Php65,000.00 per month

Benefits:

  • Health insurance
  • Life insurance

Application Question(s):

  • • Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
  • • Proficiency in call center technology and quality management software
  • • Experience in developing and implementing process improvements
  • • Proficiency in MS Office applications and quality management software

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