Clark | Quality Specialist for Pioneer Financial Account

2 weeks ago

Majorel Philippines Corp Angeles City Pampanga Philippines Majorel Full time
Position Summary:
The Quality Specialist performs all duties required of Quality Coach. The Quality Specialist has regular interaction with the LOB Client collaborating on calibrations, new programs, process analytics and improvement. The Quality Specialist is trusted to identify and implement change management strategies that continuously develop agent and program performance. New processes and procedures are communicated through the Quality Specialists to agents requiring the ability to convert concepts and abstracts into tangible materials and programs.  
 
Overall Responsibilities:

Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, the Client and employees
Analyze DSAT and present drivers in cooperation with Client Quality Delivery Manager;
Propose process change with recommendation to mitigate any negative impact to different metrics;  
Establish rapport and effective working relationships with Quality Delivery Manager and business owners in order to understand account specific.
Participate in and or lead company projects and developmental meetings.
Coordinate and/or participate in client calibration sessions
Conduct Process and Agent Level Transaction Monitoring

Ensure consistent application of the quality process/system.
Facilitate Quality training and/or initiatives
Diagnosis continuous improvement opportunities applicable to account, workgroup and department.
Utilize common process methodology for process improvement.

Develop and maintain quality reports at agent, team, and call center level
Develop and streamline Quality procedures.
Provide written and verbal feedback to leadership, the client and agents on evaluations and process improvement recommendations.

Job Requirements:
 
Knowledge, Skills and Abilities

Superior written and verbal communication skills and presentation skills.
Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook
Self-motivated
Performance-oriented
Ability to build rapport and work effectively with all levels of management and clients.
Analytical skill
Must be able to handle multiple projects simultaneously & be receptive to change
Strong knowledge of the applicable client account is required
Strong Customer Service/Retention/Sales/ Technical Support skills.
Proven Past Performance Associated With Current Quality guidelines
Flexible to work any shifts within department hours of operation.

Education/Experience:

2 or 4 year degree in related field from an accredited four-year college or university with some related work experience, preferred
2-4 Years of relevant call center experience
High school diploma or equivalent work experience required
6 months experience on the applicable client account required
Preferrably with Financial account background/experience

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