START ASAP

4 days ago

Pasig, National Capital Region, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year
Key Responsibilities:
  • Conduct regular audits of customer interactions (calls, chats, emails) to assess compliance with quality standards and client expectations.
  • Evaluate agent performance using established scorecards and provide constructive feedback.
  • Identify trends, gaps, and areas for improvement through data analysis and reporting.
  • Collaborate with training and operations teams to address performance issues and support coaching initiatives.
  • Participate in calibration sessions to ensure consistency in quality evaluations across teams.
  • Maintain accurate records of evaluations, feedback, and improvement plans.
  • Assist in the development and refinement of quality monitoring tools and processes.
  • Support continuous improvement initiatives aimed at enhancing customer experience and operational outcomes.
  • Ensure adherence to company policies, client-specific guidelines, and industry regulations.
  • Provide recommendations to leadership based on quality insights and performance trends.
Qualifications:
  • Bachelor's degree in Business, Communications, or a related field (preferred).
  • Minimum of 2 years of experience in a quality assurance role within a BPO or contact center environment.
  • Strong understanding of contact center operations, KPIs, and quality metrics.
  • Excellent analytical, communication, and interpersonal skills.
  • Proficient in quality monitoring platforms and reporting tools.
  • Detail-oriented with strong organizational and documentation skills.
Preferred Skills:
  • Experience with Six Sigma, COPC, or other quality frameworks.
  • Familiarity with CRM systems and workforce management tools.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Flexibility to work in shifting schedules or extended hours as needed.

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