BPO Quality Analyst for a PIONEER ACCOUNT

7 days ago

Pasay, National Capital Region, Philippines ePERFORMAX Contact Centers Corporation Full time $40,000 - $60,000 per year

Responsibilities:

  • Evaluate a required number of interactions (phone, chat, and/or e-mail) per week for all agents
  • Accurately evaluate teammate behaviors using the company's C.O.R.E. practice to successfully identify impacting strengths and opportunities
  • Consistently and accurately communicate client opportunities to stakeholders
  • Actively participate in weekly/bi-weekly calibration sessions
  • Conduct weekly feedback sessions to impart communication and behavioral gaps to ensure customer service representative's continuous performance improvement
  • Render phone time to keep product knowledge, skills and behaviors up to date

Requirements:

  • 2-year undergraduate degree (communications arts and education majors preferred)
  • At least 1 year of experience as a call center/BPO Quality Analyst
  • Excellent Verbal and Written Communication Skills
  • Experience in developing talents to its full potential
  • Proficient in creating reports and in using MS Office
  • Must be willing to work flexible schedules (including weekends and holidays)

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