Quality Assurance

3 days ago

Quezon City, National Capital Region, Philippines FINGERTIP FINANCE CORP. Full time ₱900,000 - ₱1,200,000 per year

RESPONSIBILITIES

  • Performs call monitoring and provide quality related reports of agent performance
  • Serves as point of contact for quality issues and questions
  • Prepares metrics/KPI reports and interacts with operations regarding quality improvements
  • Provides performance feedback and input on all monitored calls and customer interaction (Chat, Email, Process documentation, etc.) to increase service quality
  • Attends internal and external process calibration sessions as required
  • Identifies and highlights failure modes in the process and identifies unethical practices/behavior and highlights it to managers
  • Coaches and provides constructive feedback on proper process and techniques

REQUIREMENTS

  • At least 2 years experience as Quality Assurance Specialist for Call Center Operations ideally with financial account/program background
  • Excellent verbal, written and interpersonal communication skills
  • Flexible when it comes to schedule
  • Excellent communication and presentation skills
  • Critical thinking skills
  • Language proficiency (can communicate well both Filipino and English)
  • Ability to coach and provide constructive feedback to agents

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